Technical Account Manager

The Technical Account Manager reports to a TAM Manager and is accountable for managing a set of assigned clients. This role acts as a virtual IT Manager to ensure clients’ documentation and SOPs are up to date, to align the client to the Meriplex technical standards, and to handle technical escalations. The position requires the ability to travel to client site and work from Meriplex office.

Key Responsibilities/ Duties:

• Act as assigned client Subject Matter Technical Expert.


• Take escalations to resolve issues and requests.


• Accountable to maintain client network and systems documentation and SOP’s.


• Evaluate client technology landscape based on set standards.


• Present and collaborate on client evaluations with vCIO and/or Client Success Managers.


• Facilitate and drive client operational meetings.


• Provide Meriplex other operations and sales team guidance and training on assigned clients.


• Proactively review client metrics and KPI’s. Identify service improvement opportunities for assigned clients by utilizing metrics and KPI’s.


• Sign off on client on-boarding project.


• Track client product maintenance and end of life schedule.


• Provide and support client in project management and delivery.


• Assist with firmware and patch remediation.


• Assist with client RCA delivery.


• Track all time accurately in Meriplex PSA.


• Be able to roadmap the client for future success.


• Advance troubleshooting skills for all subject matter include but not limited to networking, virtualaztion, AD, powershell scripting, and cloud architecture.

Knowledge, Skills, Abilities, and Behaviors:

• Exceptional interpersonal and communication skills.


• Strategic thinker with strong analytical and problem-solving skills.


• Respond promptly to client needs; meet commitments; exercise empathy; identify and anticipate needs.


• Manage time efficiently, meet personal goals, and work effectively with other members of the team.


• Familiar with:




• RMM Platform (Datto, Kaseya)


• Windows Server


• Microsoft Azure


• VMware


• AD, DNS, DHCP


• Exchange 2010, 2013, 2016, 2019, Office365


• Firewalls; Site to Site VPN tunnels; SSL VPN Setup


• ConnectWise PSA software


• Wireless Technologies


• Experience with advanced troubleshooting server issues; performance, slowness, lockups, etc.


• Login Scripts, Group Policies and Security Groups


• Advanced network troubleshooting; connectivity, performance, disruption, etc.

  Education/ Experience:

• Bachelor’s degree; or six-years related experience and/or training; or equivalent combination of education and experience. Must set example for organizational values in daily practice.


• Ideally a minimum of 3 years’ experience working in an MSP


• Skilled in document interpretation, both electronic and printed, such as service tickets, manuals, procedures and policy manuals. Ability to write clear correspondence in email and document format.


• Adept in adding, subtracting, multiplying, and dividing in all units of measure, using whole numbers, common fractions and decimals.


• Proven ability to make decisions quickly and under pressure. Ability to assist team members in solving complex problems.

Certifications:

• Industry certifications such as MCSA, MCSE, CCNA, VMware VCA/VCP.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.