IT Support L2

About the Role

In this role, you'll serve as an escalation point for Tier 1 support, resolving complex issues across Windows endpoints, Microsoft 365, networking, and Active Directory/Entra ID environments. You'll combine hands-on troubleshooting with light systems administration, and you'll help mentor junior technicians and improve our documentation and processes along the way.

• Serve as an escalation point for Tier 1, resolving complex hardware, software, and account issues
• Diagnosing and resolve issues across Windows 11 endpoints, Microsoft 365 services, and networking
• Administer user accounts, groups, and access controls in Active Directory and Entra ID
• Deploy and maintain endpoint policies, patches, and security tools via RMM/MDM platforms
• Perform routine maintenance and troubleshooting on Windows Server and VMware infrastructure
• Identify root causes of recurring issues and implement lasting fixes
• Write and maintain clear knowledge base articles for Tier 1 and end users
• Prioritize and manage escalated tickets according to business impact and SLA commitments

• 2+ years in a Level 1/2 IT support role
• Relevant certifications, e.g., CompTIA A+/Network+/Security+, Microsoft 365 Certified, or similar a Plus
• Dealer Management (CDK, Tekion) Experience a Plus
   

Windows & Hardware

• Strong knowledge of Windows 11 configuration and the registry (macOS a plus)
• Diagnoses boot, profile, driver, BitLocker, printing, application, Outlook, performance, and hardware issues using Event Viewer, Reliability Monitor, Task Manager, Device Manager, Services, and command-line tools

Microsoft 365

• Troubleshoots Outlook profiles, Autodiscover, Exchange Online mailbox access, shared mailboxes, and distribution groups
• Supports Teams, OneDrive sync, SharePoint access, and Office activation/licensing

Active Directory / Entra ID

• Creates and manages users, groups, OUs, and group membership; resolves password and account issues
• Manage Group Policy, user permissions, and enterprise access controls
• Troubleshoots hybrid identity, MFA, SSO, Conditional Access outcomes, and Entra sign-in logs

MDM / RMM & Deployment

• Deploys and troubleshoots policies, applications, updates, antivirus/EDR, and disk encryption using the organization's RMM/MDM tools
• Manages remote support, device inventory, and compliance reporting

Networking

• Troubleshoots TCP/IP, DNS, DHCP, Wi-Fi, VLANs, VPNs, routing basics, network-printer connectivity, and remote-site issues
• Experience with ipconfig, ping, nslookup, tracert, Test-NetConnection, and packet/log evidence rather than guesswork

File Access

• Distinguish SMB share permissions from NTFS permissions
• Identifies group-based access, inheritance breaks, explicit deny entries, and effective-access problems

Security

• Recognizes phishing, malware/EDR alerts, risky sign-ins, MFA failures, local admin exposure, weak permissions, and certificate/encryption issues
• Escalates potential incidents promptly while preserving evidence

Servers & Virtualization

• Performs routine checks and troubleshooting for Windows Server services, shares, DNS/DHCP, scheduled tasks, and backups
• Handles basic VMware VM management, disk capacity monitoring, and service failures

PowerShell

• Reads and safely modifies basic scripts; collects logs; queries AD/Entra/Exchange information
• Automates repeatable admin tasks and understands script output and errors

Soft Skills & Process

• Performs root cause analysis rather than applying temporary fixes
• Writes clear, step-by-step technical documentation for Tier 1 and end users
• Strong listening skills
• Manages ticket lifecycle by prioritizing escalated tickets based on business impact and SLA deadlines