Lead Technician, Technical Support

Oversee daily technical support operations in the Orlando office while leading service delivery, troubleshooting, and continuous improvements.

Responsibilities

• Coordinate technician scheduling, workload distribution, and on-call coverage in partnership with the Technical Support Manager to maintain service levels.
• Train and mentor technical staff to strengthen skills and enable independent completion of assigned tasks.
• Provide day-to-day leadership by delegating tasks, managing priorities, and ensuring successful completion of multiple projects.
• Use judgment and decision-making authority in the absence of the Technical Support Manager, especially during critical incidents and escalations.
• Provide hands-on technical support for hardware, operating systems, applications, network connectivity, and technical infrastructure.
• Support installation, configuration, troubleshooting, repair, testing, and maintenance of client and internal systems.
• Deliver responsive onsite, remote, and after-hours support for internal and external clients, focusing on timely resolution and system uptime.
• Support and maintain rigorous maintenance schedules to minimize downtime and operational disruptions.
• Ensure technicians use required safety devices and PPE.
• Perform occasional wiring and soldering tasks, including creation of specialized cables and hardware solutions.
• Manage incoming support requests and escalations by resolving issues when appropriate, assigning work to technicians, and following up to ensure customer satisfaction.
• Maintain service knowledge documentation and performance reporting; collaborate with cross-functional teams to identify trends and improve processes.
• Perform other duties as needed to keep the operation generating company revenue.

Requirements

• High school diploma or equivalent required.
• Associate degree in a computing field, two-year technical certificate, or equivalent relevant experience preferred.
• 3+ years of successful technical servicing of digital products in a revenue generating environment.
• Strong administrative, organizational, and task prioritization skills.
• Strong technical background managing computer systems, printers, and specialized equipment.
• CompTIA A+ certification or equivalent/higher level technical competency required.
• Network or Fiber Optic Technician certification required.
• Valid driver’s license required.
• Strong customer service and interpersonal skills.
• Effective written and verbal communication.
• Ability to manage multiple priorities and proactively communicate progress and roadblocks to internal stakeholders and external clients/partners in a professional manner.
• Proficiency in standard business software and reporting tools.
• Proven technical leadership experience, including training, mentoring, and delegating to a team.
• Ability to adapt to changing conditions while supporting a team in embracing change.

Technologies

• CompTIA A+

Physical Requirements

• Ability to stand for extended periods.
• Frequent bending, reaching, and lifting items up to 50 pounds with assistance.
• Occasional climbing, balancing, stooping, kneeling, crouching, or crawling.
• Frequent standing, walking, and sitting.
• Regular use of hands and fingers for handling, reaching, and tactile sensing; ability to communicate clearly through speech and hearing.
• Visual requirements including close vision, distance vision, peripheral vision, and depth perception.

Travel Required

• Travel required to provide onsite support for client/partner locations as needed (estimated 30%), primarily during annual maintenance season (March-June).
• Frequent international travel.
• Must 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 such as theme parks.
• Indoor locations may be temperature-controlled and frequently noisy.
• Outdoor locations may involve extremes of heat, cold, humidity, and noise.

Location: Orlando, FL (onsite)

Education: High school diploma or equivalent

Minimum Experience: 3 years