Technical Support Lead

Dexian; Jacksonville (FL); On-site; USD 52,200 - 63,800; Full time

Job summary

A leading technology and staffing firm in Jacksonville seeks a Technical Team Lead to guide and mentor the technical support team. This role focuses on customer satisfaction, resolving escalated issues, and enhancing team performance through coaching. The ideal candidate has a Bachelor's degree in Computer Services and at least 3 years in a similar role, demonstrating excellent leadership and troubleshooting skills. This full-time position offers competitive pay and growth opportunities.

Qualifications

• 3+ years of experience in a Tier 2 role.
• Ability to troubleshoot technical problems effectively.
• Highly motivated, detail-oriented, and reliable.

Responsibilities

• Resolve escalated service tickets.
• Provide ongoing coaching and development of team.
• Evaluate and solve client technical problems.

Skills

Proficiency in English

Customer service skills

Troubleshooting skills

Knowledge of computer and server hardware

Knowledge of PAX products

Leadership skills

Interpersonal skills

Education

Bachelor's Degree in Computer Services

Job description

Base Pay Range

$58,000.00/yr - $58,000.00/yr

Job Summary

The Technical Team Lead is a hands‑on leader working closely with the technical support team, motivating and coaching them. They make sure correct procedures are followed and routinely give directions to the technical support analyst on troubleshooting procedures. They are considered the resident expert on PAX products and procedures. This role also serves as an escalation point dealing with customer concerns and complex issues.

Supervisory Responsibilities

None

Duties / Responsibilities

• Provides resolution for escalated service tickets.
• Serve as a conduit between the analyst and upper management.
• Ongoing coaching and development of the team by call listening and providing feedback.
• Works with clients to evaluate and solve technical problems.
• Evaluates user needs to analyze, recommend, and implement changes.
• Configures and supports Broad POS and PAXStore changes within their scope of support.
• Develop and maintain knowledge of all systems, applications, and security.
• Update knowledge base as approved by management.
• Monitor and respond to emails and the site chat as well as training others on this function.
• Answer calls on RMA issues by troubleshooting the devices and escalating tickets to the technicians for repairs.
• Recommends upgrades, repairs, new applications, and equipment testing with management approval.
• Assist in the training of new analyst as well as discovering training needs of tenured analyst and providing coaching.

Required Skills / Abilities

• Proficiency in English with excellent oral and written communication skills.
• Customer focused with strong professional customer service skills.
• Must be resourceful and able to take initiative in a dynamic environment.
• Ability to troubleshoot technical problems effectively and efficiently.
• Advanced knowledge of computer and server hardware.
• Advanced knowledge with all PAX products including PAXStore/BROADPOS, UAT process, Integration, RMA procedures, and QA procedures.
• Highly motivated, detailed oriented, self-driven and reliable.
• Ability to be an active listener with strong interpersonal skills.
• Ability to motivate and inspire team members.
• Excellent Leadership skills.

Education and Experience

• Bachelor's Degree in Computer Services preferred.
• At least 3 years of experience in a Tier 2 role.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Finance

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority‑owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting‑edge technologies to deliver comprehensive global services and support.