IT Security Engineer
Tech Impact
AndroidAzureCloudCyber SecurityDNSFirewallsiOSJavaScriptLinuxMacOS
Customer Technical Support Specialist
Lightspeed Systems
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Texas • 🇺🇸 United States
Visit company websiteJob Level
Junior
Tech Stack
AndroidAzureFirewallsiOS
About the role
- Assist users by identifying, analyzing, and resolving technical issues.
- Communicate proactively with customers, providing solutions, status updates, and recommendations to ensure correct product configuration and usage.
- Help with the configuration and integration of Lightspeed products, identifying and documenting issues for escalation to our Product and Engineering Teams when necessary.
- Manage support requests through various channels, including but not limited to email, chat, and phone.
- Support, monitor, test, and troubleshoot network and device-related issues.
- Stay updated on Lightspeed products, trends, and developments in IP, networking, and related technologies.
- Perform other related duties as assigned.
- Measure success through first touch SLA, resolution rate, productivity, trends, and accurate troubleshooting.
- Collaborate with Product and Engineering to identify trends and prioritize issues impacting customers.
- Collaborate with other teams to ensure case flow and customer communication occurs seamlessly and efficiently.
- Play a vital role in our mission to keep kids safe in school by assisting users, troubleshooting technical issues, and ensuring they get the most out of our products.
Requirements
- 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).
- NOTE: This position requires 3 days onsite each week at our South Austin, Texas headquarters (near Dripping Springs).
Benefits
- 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.
- ATX HQ perks -- 15,000 sq. ft. of open work area; private chef serving lunch Tuesday through Thursday; state-of-the-art fitness center; physical therapist onsite regularly; indoor and outdoor casual collaboration spots; pet-friendly office; golf simulator, go-carts, shuffleboard, corn hole, and more.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporthelp desk experienceworkstation administrationoperating system installationActive DirectoryGSuiteAzure ADmobile device platformsIP networkingrouter configuration
Soft skills
communication skillsorganizational skillsproblem-solving skillscustomer service skillsteam playerflexibilityability to explain technical conceptsdocumentation skills
Certifications
technical degree
