IT Support Technician - Tier II

The role

You will serve as an escalation point for complex technical issues and provide advanced support for hardware, software, network, and infrastructure. You will also mentor Tier I technicians and contribute to the maturity of the IT support function.

What you will do

• Serve as the escalation point for Tier I technicians on complex hardware, software, and connectivity issues.
• Diagnose and resolve Tier 2 technical issues using root-cause analysis.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive.
• Troubleshoot Windows, Linux, and Mac desktop, laptop, and server issues.
• Manage endpoint deployment and configuration using MDM tools.
• Diagnose and resolve network connectivity issues including VPN, Wi-Fi, DNS, and DHCP.
• Administer user accounts, groups, and permissions in Entra ID and Active Directory.
• Manage a queue of escalated tickets and provide feedback to Tier I staff.
• Create and maintain advanced support documentation and knowledge base articles.
• Mentor and train Tier I Support Technicians.

Required qualifications

• 3-5 years of experience in help desk, technical support, or IT support role, including experience handling escalated issues.
• Solid understanding of Windows operating systems, Windows Server fundamentals, and common business applications.
• Intermediate to advanced experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive).
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).
• Experience administering Entra ID (Azure AD) and/or Active Directory, including user, group, and access management.
• Strong customer service skills with the ability to communicate technical concepts clearly to non-technical users.
• Demonstrated ability to mentor or guide junior team members.
• Excellent organizational skills with the ability to manage multiple escalations and priorities simultaneously.
• Strong problem-solving skills with a focus on root-cause analysis.

Nice to have

• CompTIA Network+ or Security+ certification.
• Microsoft 365 Certified: Modern Desktop Administrator Associate (or equivalent).
• ITIL Foundation certification.
• Experience with endpoint management/MDM tools (e.g., Microsoft Intune).
• Basic scripting experience (e.g., PowerShell) for automating routine tasks.
• Experience with ticketing systems (ServiceNow, Jira Service Desk, Zendesk, etc.) in an escalation or lead capacity.
• Familiarity with basic server administration and virtualization concepts.
• Associate's or Bachelor's degree in Information Technology or related field.

Before you apply

• Applicants must be authorized to work in the U.S.

About the company

Lightspeed is a provider of cloud-based software for dealerships in the Powersport, Marine, RV, Trailer, and Golf Car industries. Their Dealer Management Solution enables dealerships to optimize business operations.