Technical Support Specialist (Entry Level)

Do you enjoy helping people solve technical problems with exceptional customer service skills? Do you possess the superhero ability to communicate technical concepts in a way that is easy for anyone to understand?

Lightspeed Systems is seeking an Entry-Level Technical Support Specialist to join our Customer Service team. This role offers a unique opportunity to assist users and troubleshoot various issues, playing a vital role in our mission to keep kids safe in school. 

NOTE: This is a hybrid position, and several days each week will be required onsite at our Austin, Texas headquarters.

ABOUT THE JOB:

You’ll work hands-on with our full suite of products, ensuring that users get the help they need. The role will include:

• Assisting users by identifying, analyzing, and resolving technical issues.
• Communicating proactively with customers, providing solutions, status updates, and recommendations to ensure correct product configuration and usage.
• Helping with the configuration and integration of Lightspeed products, identifying and documenting issues for escalation to our Product and Engineering Teams when necessary.
• Managing support requests through various channels, including but not limited to email, chat, and phone.
• Supporting, monitoring, testing, and troubleshooting network and device-related issues.
• Staying updated on Lightspeed products, trends, and developments in IP, networking, and related technologies.
• Performing other related duties as assigned.

ABOUT YOU:

• 6 months of technical support or help desk experience with 1 year of workstation administration experience preferred.
• Familiarity with operating system installation and configuration, (Windows and Mac OSX).
• Knowledge of Active Directory, GSuite or Azure AD.
• Understanding of mobile device platforms (iOS, Android, ChromeOS) highly desired.
• Understanding of IP, Network planning, router configuration and management, and firewalls a plus
• Ubuntu Server experience a plus
• Technical degree or equivalent work experience preferred.
• Excellent communication skills, especially in explaining technical concepts to non-technical users and being able to clearly document and record information.
• Excellent organizational and problem-solving skills.
• Excellent customer service skills.
• Team player with the ability to thrive in a fast-paced environment.
• Flexibility to work onsite several days a week and support varying shifts, including some on-call work (including weekends and holidays).

ABOUT US 

For 25 years, Lightspeed Systems® has been a leader in the ever-changing landscape of K-12 learning technology. Lightspeed Systems works with tens of thousands of schools to maximize the safety, mobility, and effectiveness of their students’ learning experience. Every device can be covered with the most effective web filter, student safety monitor, classroom management software, device management tool, and analytics program available. Learn more at www.lightspeedsystems.com. 

We love our employees, and we show it. A sneak peek into our BENEFITS & PERKS include: 

• Health-- Medical, dental and vision insurance with healthy company contribution toward premiums. Lightspeed kicks cash into your HSA if you participate in our HDHP. 
• Wellness-- Paid parental leave. Healthy holiday and PTO policy, including Christmas to New Year’s Day break. 
• Retirement-- 401(k) matching up to 6% 
• Other -- Work from where it makes sense. Pet insurance. 

ABOUT OUR ATX HQ 

If “work from where it makes sense” includes being onsite for you some or all the time, you will LOVE being at the ranch. Our uniquely Lightspeed (and totally Texas) corporate headquarters has everything Lightspeeders need to get the job done – and a whole lot more. 

• 15,000 sq. ft. of open work area, offices, and huddle rooms 
• Snacks galore and a private chef serving up lunch Tuesday through Thursday every week 
• A state-of-the-art fitness center (with outfitted locker rooms)
• Physical therapist onsite regularly 
• Indoor and outdoor casual collaboration spots 
• Pet-friendly office environment 
• A golf simulator, go-carts, shuffleboard, corn hole, and MORE fun 

All within 31 sprawling acres of Live Oak trees that foster a natural habitat for local wildlife. It is not uncommon to be greeted daily by whitetail deer. (Maybe it wants to join your meeting?) 

Lightspeed Systems is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, or other protected characteristic.