The Sr 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/vCIO 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.· Proactivly review client metric and KPI’s.
Identify service improvement opportinites for assigned clients by utilizing metric 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 manamgnet and delivery.· Assit with firmware and patch remedation.· Assit 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:
o RMM Platform (Datto, Kaseya)o Windows Servero Microsoft Azureo VMwareo AD, DNS, DHCPo Exchange 2010, 2013, 2016, 2019, Office365o Firewalls; Site to Site VPN tunnels; SSL VPN Setupo ConnectWise PSA software/ AutoTask PSAo Wireless Technologieso Experience with advanced troubleshooting server issues; performance, slowness, lockups, etc.o Login Scripts, Group Policies and Security Groupso 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.Work Schedule/Travel:· Standard Meriplex business hours of Monday – Friday 8:00 AM to 5:00 PM.· Some travel required, ~25%
Physical Demands:
Medium Work - Exerts up to 40 pounds of force occasionally, up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly having to move objects.
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. Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
