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Technical Consultant - Support

Job

ARK Infotech Spectrum

Durham, NC (In Person)

Full-Time

Posted 1 week ago (Updated 5 days ago) • Actively hiring

Expires 6/29/2026

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Job Description

Job Title:

Technical Support Engineer Location :

Durham,NC (Locals only) 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).