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Technical Support Associate I
Il y a 2 mois
Position: Technical Support Associate
Level: Entry Level (EMEA)
Objective:
The Technical Support Associate Level 1 delivers fundamental technical assistance to users within the organization. Key responsibilities encompass addressing common hardware and software challenges, diagnosing standard computer issues, and aiding users with everyday tasks. This position necessitates excellent communication and customer service abilities.
About Us:
Lightspeed empowers enterprises that form the backbone of the global economy.
Our comprehensive commerce platform revolutionizes and integrates digital and physical operations by facilitating multichannel sales, expansion into new markets, global payment solutions, financial services, and connectivity to supplier networks. With Lightspeed's commerce platform, retail and hospitality businesses can cultivate prosperous futures.
We are dedicated to assisting individuals in realizing their full potential. We aspire to great heights and seek team members who share this vision. With us, career achievements are frequent, and we celebrate each milestone. Join us and explore the possibilities for your career at Lightspeed.
Responsibilities:
- Deliver first-level technical assistance to users either remotely or on-site.
- Diagnose and resolve basic hardware and software challenges, including desktops, laptops, printers, and software applications.
- Support users with password resets, account configurations, and basic system setups.
- Document and monitor support requests in a ticketing system, ensuring prompt resolution and accurate records.
- Educate users on best IT practices and provide basic training as necessary.
- Collaborate with higher-level support teams for escalated issues.
- Maintain precise records of hardware and software inventory.
- Assist with routine IT maintenance activities.
Performance Indicators:
Indicators of success in this role include:
- Workstations are organized, complete, and fully operational.
- IT inventory is current and systematically arranged.
- Users receive effective support and express satisfaction.
- Onboarding and offboarding processes are executed timely and accurately.
- Conference rooms and dashboards operate seamlessly.
- Incident and request queues in the ticketing system are managed according to established service level agreements.
- Hardware-related tasks are performed promptly and accurately.
Required Qualifications:
- Associate's degree in Information Technology or a related discipline; relevant certifications (e.g., CompTIA A+, Network+) are advantageous.
- Basic understanding of Windows and Mac operating systems.
- Less than one year of experience in technical support.
Attributes and Skills:
Essential qualities for excelling in this role include:
- Strong analytical and communication skills.
- Customer-focused mindset.
- Ability to collaborate effectively within a team.
About Lightspeed:
Lightspeed is a company that prioritizes collaboration, innovation, and growth. We aim to make a significant impact and emphasize teamwork. Our commitment to our clients is steadfast, and we approach our work with a data-driven perspective to ensure our efforts are meaningful. Join us at Lightspeed and be part of a company that is shaping the future of commerce.
