Position Description

The Support Specialist is a dynamic role within Lume that is responsible for supporting our cloud, and on premise client environments by providing timely, and professional resolution via ticketing, phone, and on premise support.  This entry level role is designed as a springboard to gain experience into Lume’s environment that will provide a solid foundation for progressing into more advanced roles and responsibilities.  The Support Specialist will have involvement and ownership of installation, implementation, and support tasks of on premise servers, desktop PC’s, phone systems, networking equipment, and all related hardware and software that sustain the client’s environment.   Additionally assisting in routine system configuration and maintenance are key to this role as well as interacting and coordinating with clients, and also cross-functionally with other teams, and employees within the company to achieve project goals, deliveries, and continued quality support.


 

Major Areas of Responsibility

  • Provide tier 1 support via ticketing system, phone, and instant messenger platforms (Slack/Glip)
  • Manage and support client’s local / regional physical PCs, virtualized and physical servers, on premise network, related software applications were applicable, and backup integrity
  • Identify, communicate, troubleshoot, and resolve hardware and software problems on servers, printers, and workstations with minimal supervision. Escalate to tier 2 or higher support as necessary
  • Manage and verify local / regional data backup and restore integrity
  • Manage specific clients application stacks per contract terms
  • Manage end user accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security, and regulatory compliance (such as AD/Radius)
  • Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations
  • Perform full procurement lifecycle tasks from quoting, managing, ordering, and installation
  • Document client processes and transfer knowledge via team meetings and company wiki
  • Effectively manage local / regional installation projects, upgrades, moves, etc.
  • Provide client infrastructure planning and guidance
  • Report to management team and effectively communicate technical project status and updates
  • Autonomously conduct research to solve unidentified problems to resolve client issues
  • Track on premise client assets, perform inventory of warranty and maintenance and related documentation
  • Create and maintain diagrams, policies, procedures

Required Knowledge, skills, and abilities

  • Strong technical knowledge of desktop and server operating systems and hardware
  • An understanding of business ethics, client confidentiality, honesty, and integrity
  • Basic knowledge of IP subnetting, and layer 2 network administration
  • Hands-on software and hardware troubleshooting experience
  • Strong customer service orientation, and abilities to communicate technically to clients both orally and written
  • Proven analytical and problem-solving skills with minimal oversight
  • Ability to effectively prioritize and execute tasks in a high-pressure situations
  • Skilled at working within a team-oriented, collaborative environment
  • Excellent attention to detail
  • Emphasis on decision-making, prioritization, self-management, and time-management skills
  • Ability to create documentation, processes, and diagrams with minimal oversight
  • Ability to perform multiple tasks simultaneously
  • Availability for occasional 7/24 and weekend work as required for client business requirements, which include: maintenance windows,  installations, and migrations

Education and Experience

  • Bachelor’s Degree in information systems or related field preferred
  • 2+ year(s) hands-on professional experience on Windows, Office, VMWare, server hardware, and LAN network administration or equivalent combination of education and experience
  • Experience working in a help desk or support role involving ticket and phone support
  • Background check and random drug testing required

Work Environment

  • Douglasville office location preferred (Salt Lake City office is available)
  • Full health, dental, and vision benefits and perks such as unlimited PTO, and 401k plan
  • Flexibility to work from home occasionally
  • Cell phone and home internet reimbursements
  • Select training certification reimbursements
  • Some travel is required both locally and out of state
  • Occasional heavy lifting required (max. 50 lbs)

Lume provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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