Team Lead/Lvl II Help Desk engineer

About the jobWho 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.
Team Lead/ Lvl II engineer 
Are you an IT professional with a passion for problem-solving and a knack for delivering exceptional service? We’re expanding our team in Tampa, FL and we’re looking for a talented Team Lead / Level 2 Engineer to join us. The ideal candidate will have proven leadership skills, experience in guiding technical teams and great customer service.
Your day to day

• Operate as Team Leader
• Direct and mentor the IT technical team, ensuring top-tier service delivery
• Manage Service Team to BrightGauge KPIs & Client SLAs. 
• Client follow-up on Neutral and Negative SmileBack reviews
• Weekly metric reporting to leadership team
• Weekly Service Team time entry, timesheet approval & coaching
• A hands-on “roll up your sleeves” work ethic
• Field incoming Help Desk requests via both telephone and tickets in a courteous manner.
• Administration of Office 365 and Azure
• Act as a point of escalation on any solutions that cannot be solved by Team members
• Troubleshoot a wide range of line of business 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.

Your Experience

• 3+ 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)
• Create and manage technical documentation for Standard Operating Procedures
• 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

Preferred Skills 

• Technical certifications relevant to job description
• Experience administering Active Directory, Azure, VMware, Hyper-V, Office 365 and Intune
• Experience with a ticketing system – ConnectWise PSA a plus
• Experience with RMM – Automate & ConnectWise RMM
• A drive to help improve processes and workflows

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