Lead Technician, Technical Support

DNP Imagingcomm America Corporation•Orlando, FL

18h

About The Position

The Lead Technician, Technical Support leads and oversees daily technical support operations within the Orlando office, focusing on client satisfaction and providing day-to-day supervision, training, and guidance to technicians. The role delegates work effectively and ensures it is completed urgently and to a high standard. It also maintains, troubleshoots, and optimizes technical infrastructure, resolves issues efficiently, and supports continuous process improvement to minimize disruption to the company and its clients. The position provides hands-on technical support for hardware, operating systems, applications, network connectivity, and technical infrastructure. Support may be delivered onsite, remotely, and after hours to internal and external clients. The role coordinates schedules, workloads, and on-call coverage with the Technical Support Manager; handles requests and escalations; and may exercise decision-making authority in the manager’s absence. It also involves technician training, maintenance scheduling, safety oversight, occasional wiring and soldering, documentation, reporting, and travel to client and partner locations, including frequent international travel.

Requirements

High school diploma or equivalent required.
At least 3 years of successful technical servicing of digital products in a revenue-generating environment.
Strong technical background managing computer systems, printers, and specialized equipment.
CompTIA A+ certification or equivalent or higher-level technical competency.
Network or Fiber Optic Technician certification required.
Valid driver’s license required.
Strong administrative, organizational, and task-prioritization skills.
Strong customer service and interpersonal skills.
Effective written and verbal communication skills.
Ability to manage multiple priorities and proactively communicate progress and roadblocks professionally with internal stakeholders and external clients or partners.
Proficiency in standard business software and reporting tools.
Technical leadership experience and ability to train, mentor, and delegate to a team.
Ability to adapt to changing conditions and support a team in embracing change.
Ability to stand for extended periods and frequently bend, reach, and lift items up to 50 pounds with assistance.
Ability to travel, including on short notice, and obtain and maintain necessary travel documents, including a valid U.S. passport.
Ability to work in varied environments, including heights, small spaces, warehouses, offices, hotels, and outdoor locations; outdoor environments may involve extreme heat, cold, humidity, and noise.
Ability to perform occasional climbing, balancing, stooping, kneeling, crouching, or crawling; frequent standing, walking, and sitting are also required.
Regular use of hands and fingers for handling, reaching, and tactile sensing, and ability to communicate clearly through speech and hearing.
Close, distance, peripheral vision, and depth perception.

Nice To Haves

An associate degree in a computing field, a two-year technical certificate, or equivalent relevant experience.

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 so they can independently handle assigned tasks.
Delegate tasks, manage priorities, and ensure successful completion of multiple projects.
Exercise judgment and decision-making authority in the Technical Support Manager’s absence, 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.
Provide responsive onsite, remote, and after-hours support for internal and external clients to resolve issues and maintain system uptime.
Support and maintain rigorous maintenance schedules to minimize downtime and operational disruptions.
Ensure technicians use proper safety devices and personal protective equipment when required.
Perform occasional wiring and soldering, including creating specialized cables and hardware solutions.
Manage support requests and escalations, resolve issues when appropriate, assign work to technicians, and follow up and communicate effectively to ensure customer satisfaction.
Maintain accurate service knowledge documentation and performance reporting.
Collaborate with cross-functional teams to identify trends, improve processes, and enhance operational efficiency.
Perform other duties as assigned and needed to keep the operation able to generate revenue.
Travel to client and partner locations for onsite support as needed, including frequent international travel.