Technical Consultant Support

Role: Technical Consultant - Support

Location: Durham NC (Onsite)

Type: Contract

Job Summary

• We are seeking a highly analytical L2 Technical Support Engineer to handle advanced technical escalations from our L1 helpdesk. You will dive deep into complex hardware software and network issues performing thorough root-cause analysis to deploy lasting fixes. This role bridges the gap between frontline support and backend engineering/infrastructure teams requiring strong system administration skills and a diagnostic mindset.

Core Responsibilities

• Advanced Escalation Handling: Own and resolve complex technical issues escalated by L1 support within defined Service Level Agreements (SLAs).
• Root-Cause Analysis: Investigate recurring incidents identify systemic failures and implement permanent bug fixes or workarounds rather than temporary patches.
• System Administration: Manage and configure user access permissions and security groups across enterprise systems and directory services.
• Infrastructure Monitoring: Monitor system health server uptimes and network performance proactively responding to infrastructure alerts.
• Deployment & Patching: Assist with software deployments system updates and security patching cycles across client machines and servers.
• Knowledge Documentation: Author detailed troubleshooting playbooks and standard operating procedures (SOPs) for the L1 team to improve first-contact resolution rates.

Technical Skills & Qualifications

Must-Have Requirements

• Directory Services: Advanced administration experience with Active Directory Azure AD (Entra ID) or Okta (e.g. managing Group Policies OUs).
• OS & Server Administration: Deep technical knowledge of Windows Server (2019/2022) or Linux (Ubuntu RedHat) environments alongside desktop OS.
• Networking & Security: Strong troubleshooting skills in TCP/IP DNS DHCP VPN configurations firewalls and routing protocols.
• Cloud & SaaS Platforms: Administration experience with enterprise cloud suites (Microsoft 365 Google Workspace AWS or Azure basics).
• Scripting Basics: Ability to read or write basic scripts (e.g. PowerShell Bash) to automate repetitive administrative tasks.
• ITIL Framework: Strong understanding of ITIL processes particularly Incident Problem and Change Management.

Nice-to-Have Skills

• Active certifications such as MCSA CCNA CompTIA Network/Security or ITIL Foundation.
• Experience with database queries (SQL) to troubleshoot backend application logs.
• Familiarity with endpoint management tools (e.g. Microsoft Intune SCCM Jamf).