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Team Lead, Technical Engineering Center

Company: Dataprise
Location: Port Saint Lucie
Posted on: April 3, 2021

Job Description:

About the role: The Technical Engineering Center (TEC) is responsible for providing remote technical support to Dataprise customers in a 24X7X365 environment. In this position, you'll work as an escalation point and leader on the team for technical issues, new hire training, process questions, and more. You will have the opportunity to work on a wide variety of technical issues and be a part of a dynamic, collaborative team. Customer service and a strong desire to learn and grow are paramount!

Position Responsibilities:

  • Serve as an escalation point for the team for technical issues, questions about processes, and to strategize the best approach to customer issues.
  • Act as a role model to the team by providing mentoring and guidance to new hires on the team.
  • Assist the Technical Engineering Center management team with mentoring, communicating, developing, and training new team members.
  • Perform spot checks of the ticket queue to ensure that tickets are assigned and addressed as quickly as possible.
  • Create a motivating environment so the team is as focused and productive as possible throughout the day.
  • Be a change agent on the team by checking in with the team and continually seeking out ways to improve the employee experience and optimize efficiencies.
  • Ensure that team members are completing their administrative tasks such as follow-up's and overhead submissions in a timely manner.
  • Assist with evolving, fine-tuning, and implementing new processes to ensure the team is operating at maximum efficiency levels and manage various initiatives to help the department improve.
  • Serve as a back-up to the department head when unavailable or out of office.
  • Configure and troubleshoot end user issues related to the following technologies: Windows Server, Active Directory, VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, and Microsoft Office Applications.

    Position Requirements:

    • Several years of prior experience in a service desk/call center environment.
    • Strong hands-on/practical experience with the following technologies: Windows Server, Exchange Server, Small Business Server, Active Directory, Citrix, Firewalls (e.g., SonicWall, Watchguard), DNS, DHCP, VMware preferred.
    • Vast knowledge of Dataprise processes, procedures, products, and services.
    • Previous experience in a leadership role and/or a desire to pursue a leadership path at Dataprise.
    • Attention to detail and a keen sense of ownership.
    • Exceptional organization skills and oral/written communications skills.
    • The ability to work in a fast-paced environment.
    • Strong verbal and written communication skills.
    • A willingness to respond to occasional communication from staff after-hours and on weekends.
      • Strong problem-solving skills and the ability to mitigate conflict and address challenging situations.
      • Leadership skills to allow mentoring of junior team members.
      • A Bachelor's degree in a related field preferred.
      • Industry certifications such as MCSE, ITIL, CompTIA A+, CompTIA Network+, MTA - Technology Associate, MCSA Office 365, MCSA Windows Server 2016.
        Dataprise is an Equal Opportunity Employer.

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Keywords: Dataprise, Port St. Lucie , Team Lead, Technical Engineering Center, IT / Software / Systems , Port Saint Lucie, Florida

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