Technical Support Engineer - W2 Only, No 3rd Party

Role: Technical Support Engineer

Location: Remote, candidates must be within commutable distance to Cincinnati OH

Duration: 12+ months contract

Pay rate: $50/hour W2 Only, client will not consider C2C

Key responsibilities:
• Triage and respond to incoming support tickets via Zendesk (email, phone, portal), logging and tracking all interactions in accordance with SLA guidelines
• Diagnose and resolve L1 issues, including connectivity, device status, user access, configurations, and dashboard/UI problems
• Guide customers through troubleshooting steps for hardware (cameras, sensors, roadside units) and software (web portals, alerts, integrations)
• Troubleshoot server, network, and application‑level issues using tools such as SSH, logs, and basic diagnostics
• Escalate complex issues to L2 and L3 (engineering) teams, providing thorough documentation of symptoms, troubleshooting steps taken, and environment details

Required skills:
• Bachelor's degree in computer science, IT, Engineering, or a related field
• Experience in technical support, help desk, NOC, or operations roles
• Hands-on experience with Linux/Ubuntu, command-line usage, and system diagnostics
• Strong understanding of networking fundamentals (IP, ports, VLANs, VPNs, firewalls, SSH)
• Experience troubleshooting servers, applications, logs, and basic databases (MongoDB or equivalent)
• Basic scripting or automation skills (Python, Bash, or Node.js) to automate repetitive tasks
• Familiarity with ticketing systems such as Zendesk or Jira

Please send resume ASAP.