Senior IT Support L2 Engineer - Windows, AD & VMware

Northtown Automotive Companies; Town of Amherst (NY); On-site; USD 65,000 - 75,000; Full time

Job summary

Northtown Automotive Companies in Amherst, NY is seeking an IT Support Specialist to act as an escalation point for Tier 1 issues, combining hands-on troubleshooting with light systems administration. You'll work across Windows endpoints, Microsoft 365, networking, and Entra ID, mentoring junior technicians and improving our documentation.

The role emphasizes resolving complex problems, maintaining endpoint policies, and ensuring SLA compliance while documenting knowledge for end users.

Qualifications

• 2+ years in a Level 1/2 IT support role.
• Relevant certifications preferred.
• Experience with AD/Entra ID and security tooling is a plus.
• Dealership management systems experience a plus.

Responsibilities

• Serve as 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

Skills

Windows 11

Active Directory

Microsoft 365

PowerShell

Networking basics

Documentation

Customer support

Education

Two year degree

Tools

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft 365 Certified

CDK

Tekion

Job description

Northtown Automotive Companies in Amherst, NY is seeking an IT Support Specialist to act as an escalation point for Tier 1 issues, combining hands-on troubleshooting with light systems administration. You'll work across Windows endpoints, Microsoft 365, networking, and Entra ID, mentoring junior technicians and improving our documentation.

The role emphasizes resolving complex problems, maintaining endpoint policies, and ensuring SLA compliance while documenting knowledge for end users.