Sunlighten is on the hunt for an IT Technical Support Specialist II who will play a key role in providing front-line technical support for all of Sunlighten’s IT infrastructure. Based locally in the Kansas City Metro Area, you’ll have the opportunity to support five global locations, including our Headquarters, Sunlighten Day Spa, UK Location, our warehouse, and our team in India. This role will have you serving as the front-line hero, providing top-tier technical support via phone, email, and remote assistance. You’ll ensure that our teams across the globe are always up and running, troubleshooting everything from hardware and software issues to network devices.
At Sunlighten, we're not just about infrared saunas—we’re on a mission to improve lives through innovative health and wellness solutions. As a global leader in infrared sauna therapy, we are expanding rapidly and need an enthusiastic IT Technical Support Specialist II who runs toward problems with a solutions-oriented mindset and is excited to help others.
If you're eager to jump in, collaborate with teams around the world, and keep our technology running smoothly, we want you on our team to tackle challenges and find quick and effective solutions!
Duties/Responsibilities:
- Quickly and efficiently troubleshoot and resolve issues as the “front-line of support” via remote access, phone, email, or other necessary means, managing up to seven cases daily and requesting Tier I or Tier III assistance as needed to maintain service levels.
- Provide technical support for Sunlighten users, prioritizing and responding to cases based on urgency, impact, and SLA requirements, while adjusting for case complexity or extended resolution times
- Diagnose and troubleshoot malfunction of computer or network devices to user error, faulty hardware, or software/server and network issues. Track, route, and redirect tickets/cases to appropriate resources when escalation or specialized expertise is needed.
- Support the installation, configuration, and integration of Sunlighten hardware, software, and networking systems as needed/requested, including onboarding/offboarding Sunlighten users when not actively resolving tickets or cases.
- Provide first and second-level support, resolving user or vendor issues while managing the help desk.
- Stay informed on Sunlighten software, hardware, network processes, and policies to deliver accurate and effective support.
- Document and provide knowledge base resources to Tier I and Tier II support teams covering network, security, server management, and policies.
- Deploy new hardware to local and remote locations as needed, including imaging and testing desktops and laptops, installing or replacing network printers and peripheral devices, and providing ongoing technical support to ensure all equipment remains in optimal working condition.
- Provide after-hours support (evenings and weekends) as needed, particularly for urget cases (user down due to Sunlighten Hardware/Software) or installations at HQ or remote locations.
- Work with 3rd party vendors as needed, to find solutions to technical problems.
- Additional responsibilities as assigned
Skills/Abilities:
- Adaptability and flexibility in response to changing demands or case complexities.
- Strong analytical and troubleshooting skills to quickly identify root causes and implement solutions.
- Excellent interpersonal and communication skills to provide positive user experiences.
- Ability to work weekends, holidays and evenings as needed.
Education and Experience:
- 2+ years’ prior technical support, help desk or computer operations/IT technical Operations Center experience, Networking, Server Management, Security, Device Management
- Associate degree or equivalent experience
- Experience with: M365, Servers, VMWare, Fortinet Products, Networking, Switches, VLAN’s and other technical infrastructure a plus.
- Competitive Paid Time Off Policy + Paid Holidays + Floating Holidays
- Fully Equipped Fitness Center On-Site
- Lunch Program featuring a James-Beard Award Winning Chef
- Health (HSA & FSA Options), Dental, and Vision Insurance
- 401(k) with company contributions
- Profit Sharing
- Life and Short-Term Disability Insurance
- Professional Development and Tuition Reimbursement
- Associate Discounts on Saunas, Spa Products and Day Spa Services
Sunlighten provides equal employment opportunity. Discrimination of any type will not be tolerated. Sunlighten is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.
