IT Support Technician – Tier II

Company Overview: Lightspeed is the leading provider of cloud-based software for dealerships, serving the Powersport, Marine, RV, Trailer, and Golf Car industries adding hundreds of dealerships to the Lightspeed community each year. Lightspeed’s Dealer Management Solution (DMS) enables dealerships to optimize their end-to-end business operations, including Sales, Parts, Service, Rentals, Payments, Accounting, and Customer Relationship Management (CRM). When implemented into their daily operations, Lightspeed helps dealers increase their profitability by selling more units, service, and parts, all while creating a more streamlined experience for customers. Lightspeed is the most complete and integrated DMS in the industry with over 500 integrations with Original Equipment Manufacturers (OEMs), aftermarket parts and accessory distributors and dozens of other software tools that a dealership may use to run their business. Uniquely designed by dealers for dealers, and refined over the past 4 decades, Lightspeed empowers over 4,500+ dealers across North America with the tools and technology they need to manage their dealerships. What you'll do: As an IT Support Technician - Tier II, you will serve as an escalation point for complex technical issues that go beyond initial Tier I troubleshooting. You will provide advanced support for hardware, software, network, and infrastructure issues, while also mentoring Tier I technicians and contributing to the overall maturity of the IT support function. This role is well suited to an experienced technician ready to deepen their technical expertise and take on greater ownership of systems and processes. Advanced End-User Support Serve as the escalation point for Tier I technicians on complex or unresolved hardware, software, and connectivity issues. Diagnose and resolve Tier 2 technical issues, including recurring problems that require root-cause analysis. Handle escalated or sensitive support requests with professionalism, ensuring minimal disruption to business operations. Microsoft 365 Administration Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive at an intermediate/administrative level. Configure and troubleshoot mailbox permissions, distribution lists, shared mailboxes, and mail flow rules. Support conditional access policies, multi-factor authentication (MFA), and license assignment/management. Device, Endpoint & Network Support Troubleshoot advanced Windows/Linux/Mac desktop, laptop, and server issues, including performance and configuration problems. Manage endpoint deployment, imaging, and configuration using MDM/endpoint management tools (e.g., Intune). Diagnose and resolve network connectivity issues including VPN, Wi-Fi, DNS, and DHCP problems, escalating to Network/Systems Administrators when needed. Support printer, AV, and conference room technology, including root-cause troubleshooting for recurring hardware issues. Identity & Account Management Administer user accounts, groups, and permissions in Entra ID (Azure AD) and Active Directory, including more complex access scenarios. Support identity-related projects such as group policy updates, conditional access changes, and access reviews. Audit account and permission changes for accuracy and compliance with security policies. Ticket Management & Escalation Manage a queue of escalated tickets, ensuring timely resolution and clear documentation. Review and guide Tier I ticket handling, providing feedback and coaching as needed. Escalate complex infrastructure or systems issues to Systems Administrators or IT Management with clear context and troubleshooting history. Documentation & Knowledge Base Create, review, and maintain advanced support documentation and knowledge base articles. Standardize troubleshooting procedures and best practices across the IT support team. Identify documentation gaps and partner with Tier I staff to keep resources current. Mentorship & Team Support Mentor…