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.

Key Responsibilities

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

Preferred Qualifications

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

What You'll Need

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