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Kavaliro · 3 hours ago

Technical Support Lead

Jacksonville, FL

Full-time

Onsite

Mid Level

3+ years exp

Kavaliro is seeking a Technical Team Lead for our local client in Jacksonville, who will be a hands-on leader working side by side with the technical support team. This role acts as the primary subject-matter expert for the client's products and processes, offering direction on troubleshooting and serving as a key escalation point for complex technical issues and customer concerns.

B2BConsultingDeliveryHuman ResourcesInformation Technology

Culture & Values

H1B Sponsor Likely

Responsibilities

Resolve complex and escalated service tickets with a focus on timely, high-quality outcomes

Act as a liaison between technical analysts and leadership to ensure clear communication and alignment

Support team development through call monitoring, coaching, and constructive feedback

Partner with clients to identify, assess, and resolve technical challenges

Analyze user requirements and recommend or implement system improvements

Configure and support Broad POS and changes within assigned support scope

Maintain a strong working knowledge of supported systems, applications, and security practices

Contribute to and maintain internal knowledge base documentation with management approval

Monitor and respond to email and site chat inquiries, while training team members on these channels

Troubleshoot RMA-related issues, coordinating escalations to technicians for device repairs

Recommend system upgrades, repairs, application enhancements, and equipment testing as approved

Assist with onboarding new analysts and identify ongoing training needs for existing team members

Qualification

Technical supportTroubleshootingComputer systems knowledgeCustomer serviceCommunication skillsLeadershipAdaptabilityInterpersonal skills

Required

Strong verbal and written communication skills in English

Customer-focused mindset with a commitment to professional service delivery

Self-starter who is adaptable and proactive in a fast-paced environment

Proven ability to diagnose and resolve technical issues efficiently

Advanced understanding of computer systems and server hardware

Detail-oriented, dependable, and highly motivated

Strong interpersonal and active listening skills

Ability to motivate, influence, and lead by example

Minimum of three years of experience in a Tier 2 technical support role

Preferred

Bachelor's degree in Computer Services or a related field

Company

Kavaliro

Kavaliro is a staffing and recruiting company that offers IT, management, and administrative staffing services.

Founded in 2010

Orlando, Florida, USA

501-1000 employees

http://kavaliro.com

H1B Sponsorship

Kavaliro has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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Trends of Total Sponsorships

2024 (1)