About the job
Who We Are
Dart Tech Services, a managed service provider, is a leader in the IT Outsourcing industry for small to medium-sized businesses, helping them achieve business goals with technology strategy. We are currently seeking an energetic and talented Solutions Specialist to join our team. In this role, you will be given the chance to accelerate growth at our company while creating significant opportunities to find, qualify, and close deals with new customers needing Technology services.
SUMMARY: The Team Lead is responsible for second-tier support for PC and server hardware and software, mobile devices, firewalls, network services, and any other technical issues that might arise for our clients. The ideal candidate is enthusiastic, positive and possesses great customer service skills.
JOB RESPONSIBILITIES:
- Field incoming Help Desk requests via both telephone and work orders in a courteous manner. Provide Desktop / Server support.
- Manage Service Team.
- Weekly Service Team time entry, timesheet approval & coaching.
- Lead for all Onboardings external.
- Manage to Dart BrightGauge KPIs.
- Client follow up for Neutral and Negative SmileBack reviews.
- End of week reporting to leadership team.
- On-Call Management and Escalation for team members.
- Work in a fast-paced environment simultaneously handling multiple clients.
- Troubleshoot a wide range of software applications.
- Provide training and troubleshooting for Tier 1 support team.
- Utilize RMM and PSA platforms to maximum efficiency.
- Maintain timely and accurate documentation of work performed.
- Adhere to DART company policies and best practices.
MINIMUM QUALIFICATIONS:
- 5+ years of technical experience working with small to large business environments.
- Excellent customer service skills.
- Basic knowledge of network protocols (TCP/IP, DHCP, DNS, VPN, SMTP, etc).
- Basic knowledge of Active Directory, Terminal Services, Hyper-V, and Office 365.
- Able to lift 75 pounds (Servers, Computers, Network Hardware, Cabling, etc.).
- Ability to work independently within a team-based environment. Personal transportation and valid license required.
PREFERED SKILLS:
Desktop & Server Support OS Windows (All Versions).
Basic knowledge of Backup and Disaster Recovery solutions.
WatchGuard Firewalls PSA – ConnectWise RMM – LabTech.
HOURS:
8:00am - 5:00pm M-F. Responsibilities may occasionally require an adjusted work schedule and/or evening/weekend hours in order to satisfy client customer needs.
TRAVEL: 30% - To local clients within the Tampa/St. Pete metro area.
Job Type: Full-time.
What We Do For You:
At Dart Tech, we prioritize our employees’ personal and professional development, offering best in class training, mentorship, and opportunities for growth through our self-promotion paths. We encourage innovation and challenging the status quo. With teams across the country, we have a wealth of knowledge and a team that is eager to share and grow together.
Benefit Highlights:
- Competitive benefits package, including medical, dental, vision, and life insurance.
- 401k match.
- Unlimited Approved PTO after one year (2 weeks your first year).
- 10 Holidays including your Birthday and a Floating Holiday!
- Gym reimbursement.
- Amazon Prime reimbursement.
- 40 Hours for Volunteer Time.
- Paid certifications.
- Learning and development programs.