Support Specialist II

Support Specialist II 

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.

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!

Day to day

• 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.
• Ensures 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.

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.

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 of the product by being a team player, positive, proactive  and prepared assist your teammates and wider Lightspeed colleagues when needed
• #makeitmatter continue expanding your knowledge across all of our Core product area plus 3 additional product areas. Ready to take on new and different challenges 

• Associate's degree in IT or related field; relevant certifications (e.g., CompTIA A+, Network+) preferred.
• Good experience with MDM, ticketing system.
• Proficiency in Mac OS & Windows environments.
• 1 - 3 years of experience in IT Support.

What will help you kick ass in this role?

• Exceptional English written and verbal communication skills
• Strong attention to detail with an emphasis on customer service
• Maintain productivity metrics, handle times and first response times as outlined by your manager 
• Maintain Quality Assurance and Customer Satisfaction metrics as outlined by your manager
• A positive attitude ready to jump in and ask questions
• Focus on teamwork and collaborating with your colleagues to ensure we are giving exceptional customer service and solving our trickiest tickets  
• Focus on problem solving and the ability to glean root cause of issues
• Accountability; punctuality, prioritise and manage time efficiently  
• Ability to work well under pressure and in an agile environment
• Passion for new technology
• Enjoys learning new skills
• 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…    

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.