Lead Technician, Technical Support

Job Summary

The Team Lead, Technical Support is responsible for leading and overseeing the daily operations of the technical support function within the Orlando office. This role leads with a focus on client satisfaction, providing day-to-day supervision, training, and guidance to a team of technicians to ensure work is delegated effectively and executed with urgency and exceptional quality.

The Team Lead plays a key role in maintaining, troubleshooting, and optimizing the organization’s technical infrastructure. The position emphasizes efficient issue resolution, proactive problem-solving, and continuous process improvement to ensure seamless execution, efficient technical operations and minimal disruption to both the company’s and our client’s business activities.

Key Responsibilities

• Coordinate technician scheduling, workload distribution, and on-call coverage in partnership with the Technical Support Manager to ensure service levels are maintained.
• Train and mentor technical staff, enhancing their skills and ensuring they can independently handle assigned tasks.
• Provide day-to-day leadership by delegating tasks, managing priorities, and ensuring successful completion of multiple projects.
• Exercise sound judgment and decision-making authority in the absence of the Technical Support Manager, particularly during critical incidents and escalations.
• Provide hands-on technical support for hardware, operating systems, applications, network connectivity, and technical infrastructure, including installation, configuration, troubleshooting, repair, testing, and maintenance.
• Deliver responsive onsite, remote, and after-hours support for internal and external clients, ensuring timely issue resolution and system uptime.
• Support and maintain rigorous maintenance schedules to minimize downtime and operational disruptions.
• Ensure all technicians are using the proper safety devices and PPE when required.
• Perform occasional wiring and soldering tasks, including creating specialized cables and hardware solutions.
• Manage incoming support requests and escalations, resolving issues when appropriate, assigning work to technicians, and ensuring customer satisfaction through effective follow-up and communication.
• Maintain accurate service knowledge documentation and performance reporting while collaborating with cross-functional teams to identify trends, improve processes, and enhance operational efficiency.
• Other duties as assigned and needed to keep the operation able to generate revenues for the company.

Qualifications

Education, Certification(s) and Experience

• High school diploma or equivalent required.
• An associate degree (in a computing field), a two-year technical certificate, or equivalent relevant experience preferred.
• Must have strong administrative, organizational, and task prioritization skills
• 3+ years of successful technical servicing of digital products in a revenue generating environment.
• Strong technical background in managing computer systems, printers, and specialized equipment.
• Must possess CompTIA A+ certification or equivalent/higher level technical competency.
• Possession of a Network or Fiber Optic Technician certification required.
• Valid driver’s license required.

Skills and Abilities

• Strong customer service and interpersonal skills
• Effective written and verbal communication skills
• Demonstrated ability to manage multiple priorities and proactively communicate progress/roadblocks with internal stakeholders and external clients/partners in a professional manner.
• Proficiency in standard business software and reporting tools.
• Proven experience in technical leadership, with a strong ability to train, mentor, and delegate to a team.
• Strong technical background in managing computer systems, printers, and specialized equipment.
• Ability to adapt to changing conditions with the focus of supporting a team in embracing change.

Physical Requirements:

• Ability to stand for extended periods.
• Ability to travel is required, including short-notice travel.
• Ability to frequently bend, reach, and lift items up to 50 pounds with assistance.
• Requires occasional climbing, balancing, stooping, kneeling, crouching, or crawling.
• Frequent standing, walking, and sitting are necessary.
• Regular use of hands and fingers for handling, reaching, and tactile sensing is expected, along with the ability to communicate clearly through speech and hearing.
• Visual requirements include close vision, distance vision, peripheral vision, and depth perception.

Travel Required

• This role requires travel to provide onsite support for client/partner locations as needed (estimated 30%), primarily during annual maintenance season (March-June).
• This role requires frequent international travel. Candidates must be able to obtain and maintain all necessary travel documents, including a valid U.S. passport.

Environmental Demands:

• Work in various environments, including heights, small spaces, warehouses, office spaces, hotels, and outdoor locations like theme parks.
• Indoor locations are temperature-controlled and frequently noisy.
• Outdoor locations are subject to extremes of heat, cold, humidity, and noise.

DNP Imagingcomm America Corporation is an equal opportunity employer that does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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