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IT Support Technician – Tier II

6 days, 9 hours ago
United States
Mid Level
Technical Support Engineer
DevOps and Infrastructure
Active Directory DHCP DNS Linux macOS PowerShell TCP/IP Windows Server
Apply Now
Lightspeed DMS

Lightspeed DMS

Lightspeed DMS, based in Salt Lake City, Utah, specializes in dealership management software solutions for the Powersports, Marine, and RV industries. Their flagship product, Lightspeed®EVO, is the #1 DMS in the Recreation industry, offering a unified ...

Automotive
51-250
View All Jobs 12

Description

  • Serve as the escalation point for complex or unresolved Tier I hardware, software, and connectivity issues.
  • Diagnose and resolve Tier II technical issues, including recurring problems that require root-cause analysis.
  • Handle sensitive support requests with professionalism and minimal disruption to business operations.
  • Administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
  • Configure and troubleshoot mailbox permissions, distribution lists, shared mailboxes, and mail flow rules.
  • Support conditional access policies, multi-factor authentication, and Microsoft 365 license management.
  • Troubleshoot Windows, Linux, and Mac desktop, laptop, and server issues.
  • Manage endpoint deployment, imaging, and configuration using MDM tools such as Intune.
  • Diagnose and resolve network issues involving VPN, Wi-Fi, DNS, and DHCP.
  • Administer user accounts, groups, and permissions in Entra ID and Active Directory.
  • Manage escalated ticket queues, document resolution steps, and provide coaching to Tier I technicians.
  • Create and maintain support documentation and knowledge base articles.
  • Participate in IT projects such as system migrations, software rollouts, and infrastructure upgrades.
  • Mentor and train junior IT staff and contribute to onboarding materials.

Requirements

  • 3-5 years of experience in help desk, technical support, or IT support roles, including escalated issue handling.
  • Solid understanding of Windows operating systems, Windows Server fundamentals, and common business applications.
  • Intermediate to advanced experience with Microsoft 365 administration, including Exchange Online, Teams, SharePoint, and OneDrive.
  • Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
  • Experience administering Entra ID (Azure AD) and/or Active Directory for user, group, and access management.
  • Strong customer service and communication skills for explaining technical concepts to non-technical users.
  • Demonstrated ability to mentor or guide junior team members.
  • Excellent organizational skills and ability to manage multiple escalations and priorities simultaneously.
  • Strong problem-solving skills with a focus on root-cause analysis rather than temporary fixes.
  • CompTIA Network+ or Security+ certification preferred.
  • Microsoft 365 Certified: Modern Desktop Administrator Associate or equivalent preferred.
  • ITIL Foundation certification preferred.
  • Experience with endpoint management/MDM tools such as Microsoft Intune preferred.
  • Basic scripting experience such as PowerShell preferred.
  • Experience with ticketing systems such as ServiceNow, Jira Service Desk, or Zendesk in an escalation or lead capacity preferred.
  • Familiarity with basic server administration and virtualization concepts preferred.
  • Associate's or Bachelor's degree in Information Technology or a related field preferred.
  • Must be authorized to work in the U.S.

Interested in this position?

Apply directly on the company website

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