Overview
On Site
US48240 - US58240 per annum
Full Time
Skills
Tier 2
POS
etc
Job Details
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 to guide performance, provide mentorship, and ensure best practices are consistently followed. 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.
Supervisory Responsibilities
No direct supervisory responsibilities
Key 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
Required Skills and Abilities
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
Education and Experience
Bachelor s degree in Computer Services or a related field preferred
Minimum of three years of experience in a Tier 2 technical support role
Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.
Supervisory Responsibilities
No direct supervisory responsibilities
Key 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
Required Skills and Abilities
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
Education and Experience
Bachelor s degree in Computer Services or a related field preferred
Minimum of three years of experience in a Tier 2 technical support role
Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.
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