Technical Account Manager

Overview

Next Step Innovation is hiring a Technical Account Manager (TAM) to champion standards and best practices across our client base. This is not a traditional Tier 2 support role. As a TAM, you'll spend up to four days per week onsite with clients throughout Mississippi and Arkansas, with one day dedicated to collaboration with our Clinton, MS team (in-office or remote).

Your mission: evaluate, align, and enhance client environments against proven industry standards. You'll help ensure our clients' IT ecosystems are secure, scalable, and proactive-moving them away from reactive support models. This role is ideal for a technically strong professional who enjoys building relationships, applying best practices, and is comfortable with regular travel.

Key Responsibilities

Client Alignment & Standards

• Perform recurring technical assessments using Next Step Innovation's alignment framework.
• Identify gaps in standards and develop actionable remediation roadmaps.
• Advocate for best practices, translating technical concepts into clear business value for clients.

Technical Troubleshooting & Guidance

• Resolve Level 2 issues across onsite, remote, and phone-based support.
• Partner with clients to optimize Microsoft, networking, and security environments.
• Collaborate with Service Desk, Projects, and vCIO teams to deliver cohesive IT outcomes.

Documentation & Process Discipline

• Maintain thorough, accurate documentation of assessments and remediation activities.
• Reduce reactive support needs by proactively identifying and mitigating risks.
• Adhere to NSI standard operating procedures while contributing to ongoing process improvements.

Requirements

Experience

• 5+ years in IT; MSP experience strongly preferred.

Technical Expertise

• Microsoft 365, Azure AD, Windows 10/11, and Windows Server 2019/2022.
• Solid networking fundamentals (routers, switches, firewalls).
• Experience with ticketing and documentation systems.

Professional Traits

• Strong communicator who can translate technical concepts for non-technical audiences.
• Relationship-focused with a client-first approach.
• Proactive, detail-oriented, and self-driven.
• Business-minded, with an understanding of how technology impacts operations.

Logistics

• Valid driver's license, reliable transportation, and willingness to travel extensively across North Mississippi and East Arkansas.

Why Join Next Step Innovation?

We go beyond break/fix support. As a leading MSP, we help organizations succeed by aligning their technology with proven standards. In this role, you'll grow both technically and professionally while serving as a trusted advisor to our clients. We offer a collaborative team environment, ongoing training, and the opportunity to lead meaningful improvements in the environments you manage.