Support Specialist, IT Level II

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…                

MAKE IT HAPPEN

We strive for meaningful results.

We own both our successes and setbacks along the way.

We stay curious, act boldly, and check our blind spots.

We only look back to learn.

MAKE IT TOGETHER

We win and celebrate as a team.

We help each other grow by bringing out the best in each other.

We work together to take on impossible challenges with energy and positivity.

We know when to set a new direction, and we all row together.

MAKE IT HUMAN

We bring our authentic selves to work, and we create space for everyone to succeed.

We support, trust, and respect each other.

We welcome each other’s unique perspectives as we recognize we are all essential parts of something bigger.

We communicate kindly and candidly.

MAKE IT ABOUT THE CUSTOMERS

Period.

MAKE IT DATA DRIVEN

We choose to assess rather than assume.

We champion analysis over anecdotes, but remain open-minded.

We ask the hard questions, consider the context, and make informed decisions.

MAKE IT MATTER

We measure ourselves by our impact.

We are deliberate and strategic about what we do, and what we do not do.

We identify creative solutions to new problems and blaze new paths.

We deploy our resources thoughtfully, all acting as owners.