Support Specialist II

About Lightspeedhq

Lightspeed powers the businesses that are the backbone of the global economy. Our one-stop commerce platform transforms and unifies digital and physical operations by enabling multichannel sales, expansion to new locations, global payments, financial solutions and connection to supplier networks. With the Lightspeed Commerce platform, merchants in retail and hospitality can build thriving businesses for the future. We’re passionate about enabling people to do their best work. We dream big and we’re looking for people who do the same. With us, career milestones happen often and we celebrate every one. Come work with us and find out where your career will take you at Lightspeed!

Job Summary

The IT Support Specialist Level 2 is responsible for providing intermediate technical support to end-users, managing more complex technical issues, and assisting with IT projects. This role requires a deeper technical knowledge and the ability to handle a wider range of IT challenges.

Key Responsibilities

• Provide excellent technical support and customer service to our customers, via email, Phone and chat
• Use consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution
• Be in charge of on/offboarding and ensure the provision and repatriation of IT equipment
• Maintain accurate records of hardware and software inventory (Backstore, A-V, Monitors, etc..)
• Ensure office desks & conferencing rooms are up to standard, functional and organized
• Partner with Level 1 and 3 teammates to diagnose and troubleshoot main IT issues
• Start assisting IT departments with basic configurations, initiatives, project involvement or monitoring under guidance (based on IDPs)
• Provide technical support to end-users and executive leadership
• Educate end-users on IT best practices and provide technical training as needed
• Ensure that SOX compliance tasks are followed rigorously
• Assist with routine IT maintenance tasks
• Manage user access requests
• Maintain knowledge of all IT compliance requirements and responsibilities
• Collaborate with other teams inside and outside of IT on initiatives and issues
• Maintain and update the organization’s IT knowledge base
• Train Level 1 technicians on new technologies and procedures
• Work closely with the IT-Ops team to support the office
• Host large meetings and company events
• Use excellent communication skills to interact clearly and confidently with executive leadership and business stakeholders
• Contribute as part of the wider team to achieve organizational objectives even if this means doing things that aren’t strictly within the scope of your role

KPI’s

How you will know you are kicking ass: #makeithappen by exceeding in all of our Support metrics and Quality Assurance reviews #makingitaboutthecustomer as reflected in your Customer satisfaction scores #makittogether you’re ready to demonstrate your technical knowledge.