Support Specialist, IT Level II

at  Lightspeed

IT Support Specialist - Level 2
Purpose of the role
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.
Our joint mission
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!

Role

• Contribute regularly to IT Projects and Initiatives.
• Partner with Level 1 and 3 teammates as well as other teams within IT to troubleshoot and escalate issues.
• Maintain accurate records of hardware and software inventory.
• Assist with routine IT maintenance tasks.
• Manage and Administer user access requests.
• Provide technical support to Level 1 technicians, end-users and executive leadership.
• Act as a point of escalation from level 1, diagnose and troubleshoot complex IT issues, including Voice and Data and Network problems.
• Maintain knowledge of all IT compliance requirements and responsibilities.
• Collaborate with other teams both 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.

And a little bit of….

• Host large meetings and company events.
• Use excellent communication skills to interact clearly and confidently with executive leadership and business stakeholders.
• Contributing 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:

• Project Tasks are completed within deadlines, with frequent updates to stakeholders and Project Managers.
• Business Escalations are handled with urgency and resolved properly.
• Interactions with other departments and IT teams, whether for collaboration or escalation, are built on a foundation of professionalism and partnership.
• Configuration Requests are completed without errors.
• Large Video Conferencing meetings are hosted with minimal technical disruptions.
• Communications with business stakeholders and VIPs are clear and professional.

Experience

• Associate’s degree in IT or related field; relevant certifications (e.g., CompTIA A+, Network+) preferred.
• Proficiency in Windows and Mac OS environments.
• 1 - 3 years of experience in IT Support.

Attributes & Skills

What will help you kick ass in this role?

• Strong troubleshooting and problem-solving skills, with high attention to detail.
• Focus on outcomes.
• An ownership mindset towards projects and tasks.
• Excellent communication and customer service skills.
• Ability to work independently and within a team.

Some things that we all do…

Role

• Contribute regularly to IT Projects and Initiatives.
• Partner with Level 1 and 3 teammates as well as other teams within IT to troubleshoot and escalate issues.
• Maintain accurate records of hardware and software inventory.
• Assist with routine IT maintenance tasks.
• Manage and Administer user access requests.
• Provide technical support to Level 1 technicians, end-users and executive leadership.
• Act as a point of escalation from level 1, diagnose and troubleshoot complex IT issues, including Voice and Data and Network problems.
• Maintain knowledge of all IT compliance requirements and responsibilities.
• Collaborate with other teams both 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

What will help you kick ass in this role?

• Strong troubleshooting and problem-solving skills, with high attention to detail.
• Focus on outcomes.
• An ownership mindset towards projects and tasks.
• Excellent communication and customer service skills.
• Ability to work independently and within a team