Technical Account Engineer

We are looking for a Technical Account Engineer who can bridge the gap between technical execution and client relationship management. In this hybrid role, you will not only serve as a high-level technical resource for our Dallas-based clients but also act as their primary Account Manager . The ideal candidate has 2–4+ years of experience and is comfortable moving from troubleshooting a complex network issue to sitting down with a business owner to discuss their IT roadmap. You will be responsible for ensuring technical excellence while maintaining high client satisfaction and retention. Key Responsibilities Technical Leadership & Support Advanced Troubleshooting: Serve as the primary escalation point for complex tickets involving Windows 11, Microsoft 365, and network infrastructure. On-site Engineering: Lead on-site client visits for hardware deployments, network installations (Ubiquiti/UniFi), and infrastructure troubleshooting. Mentorship: Provide technical guidance and “over-the-shoulder” training to junior IT staff to ensure service consistency. Relationship Management: Act as the dedicated point of contact for a portfolio of clients. IT Consulting: Consult with clients to understand their business goals and recommend technology solutions (hardware refreshes, cloud migrations, security upgrades) that align with their budget. Onboarding & Documentation: Participate in the technical onboarding of new clients, ensuring their environments are fully documented and meet our company standards. Operations & Communication Ticketing & Billing: Maintain meticulous records in our ticketing system, ensuring all time is tracked accurately for client billing and reporting. Customer Advocacy: Act as the “voice of the customer” internally to help improve our service offerings and response times. Requirements Experience 2–4+ years of IT support experience , ideally within a Managed Service Provider (MSP) environment. Proven experience in a client-facing or account management capacity where you were responsible for client satisfaction. Strong proficiency with Windows 11 , Microsoft 365 administration , and Printers/Peripherals . Technical Skills Hands-on experience with Ubiquiti/UniFi products (Firewalls, Switches, APs). Experience with network cabling , rack mounting, and physical infrastructure setup. Familiarity with RMM (Remote Monitoring & Management) and PSA (Professional Services Automation) tools. Soft Skills Consultative Mindset: Ability to explain technical concepts to non-technical business owners and influence their IT decisions. Exceptional Communication: Strong written and verbal skills are a must for both technical documentation and client presentations. Proactive Problem Solver: You don’t just wait for tickets; you look for ways to improve the client’s environment before problems arise. Logistics & Certifications Valid driver’s license and the ability to travel to clients across the Dallas area as needed. Any IT certifications (CompTIA, Microsoft, etc.) are a significant plus. Must be able to lift up to 50 lbs (for equipment mounting and installations). 401(k) and 401(k) matching Paid time off and Parental leave Professional development assistance (we pay for your certifications!) Profit Sharing Join Our Talent Community Didn't find your position? Stay connected for future openings. #J-18808-Ljbffr Cloudavize