Associate Application Support Engineer EMEA (London)

What is special about Lighthouse? Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

What’s unique about this role? The Associate Application Support Engineer will be a dynamic, high-integrity individual with technical skills who is an adaptable and innovative team player and enjoys being part of a highly collaborative, service-focused team. Responsible for providing tier support for applications used by the organization and engaging with multiple departments to ensure the best experience possible for clients and internal users. Responsible for understanding complex Line of Business applications end to end, their usage, interdependencies, and complexities.

What will this person do?

• Collaborate with IT and end users to holistically design and own support for the Line of Business applications.
• Proactively look for ways to improve uptime, alerting, and efficiencies of systems.
• Coordinate across multiple departments on software patching and upgrades to ensure client success.
• Consult with department managers on high-level initiatives and/or application changes to ensure minimal business impact while still providing the best client experience possible.
• Work closely with Product teams to advance existing organization technologies through evaluation of new products and custom development on existing applications.
• Identify and recommend product customizations, enhancements, or work-around(s) to meet business requirements.
• Author all standard documentation as well as specifications for both functional and technical requirements.
• Participate in Design and building client IaaS systems to enable self-service of eDiscovery applications.
• Develop and sustain relationships with clients and third-party vendors.
• Monitor project progress by tracking activity and resolving problems.

As part of this role, we will be asking the Associate App Support engineer to assist the IT team with the following Associate Service Desk Responsibilities:

• Build/deploy, patch and support end user desktops, laptops, mobile devices, and other related equipment.
• Maintain accurate inventory of computer hardware and software assets related to the service desk function.
• Maintain key performance metrics related to Tier I/II support functions.
• Support VOIP telephony systems and video conferencing hardware and software.
• Manage vendor repair and returns of defective equipment, as necessary.
• Provide Tier I/II support to end users with exceptional customer service skills.
• Answer, evaluate, and prioritise service requests via phone, voicemail, email and in person for users.
• Provide regular and timely updates to customers.
• Perform move/add/change tasks for desktop/laptop hardware and software systems.
• Meet SLA requirements for problem resolution.
• Log and track issues in our service management tools.

It would also be great if you had the following:

• Bachelor of Engineering (B.E / MCA) degree in computer science, related field or comparable job experience preferred.
• Requires 1 - 2 years of experience in Engineering, Information Technology, or similar function.
• Good to have Knowledge of commonly used eDiscovery tools including but not limited to: Relativity, Brainspace, Nuix and ECapture.
• Good to have Knowledge on SQL Database Design, administration, and reporting.
• Intermediate level knowledge of SQL query language.
• Understanding of Linux based operating systems is a plus.
• Understanding of VMware ESXi and VCenter is a plus.
• Understanding of SAN and NAS storage systems is a plus.
• Strong analytics and communications background (e.g., math, statistics, quantitative methods, and verbal and writing proficiency).
• Ability to convey complex ideas both verbally and in writing to a non-technical audience.
• Demonstrated record of excellent customer service.
• Be part of an on-call rotation and can work flexible hours as needed, including some nights and weekends.

Work Environment and Physical Demands Duties are performed in a typical office environment while at a desk or computer table. Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting. Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets. Lighthouse offers a quality comprehensive benefits package in the UK and 25 days of annual leave.

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients, and our people do what they do best—shine.