Apply on Employer Site

Meriplex · 1 day ago

Technical Account Manager

Wayne, Pennsylvania, United States

Full-time

Onsite

Mid Level

3+ years exp

Meriplex is a company that provides IT solutions, and they are seeking a Technical Account Manager to manage a set of assigned clients. This role involves acting as a virtual IT Manager, ensuring clients’ documentation and SOPs are up to date, and handling technical escalations.

Information Technology

Responsibilities

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 metric and KPI’s. Identify service improvement opportunities 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 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, virtualization, AD, powershell scripting, and cloud architecture

Qualification

Advanced troubleshootingRMM Platform DattoRMM Platform KaseyaMicrosoft AzureWindows ServerVMwareADDNSDHCPExchange 2010-2019Office365FirewallsVPNsConnectWise PSA/AutoTask PSAAnalytical skillsDocument interpretationInterpersonal skillsProblem-solving skillsTime managementCommunication skillsDecision making

Required

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

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

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 metric and KPI's. Identify service improvement opportunities 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 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, virtualization, AD, powershell scripting, and cloud architecture

Familiar with RMM Platform (Datto, Kaseya)

Familiar with Windows Server

Familiar with Microsoft Azure

Familiar with VMware

Familiar with AD, DNS, DHCP

Familiar with Exchange 2010, 2013, 2016, 2019, Office365

Familiar with Firewalls; Site to Site VPN tunnels; SSL VPN Setup

Familiar with ConnectWise PSA software/ AutoTask PSA

Familiar with Wireless Technologies

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

Familiar with Login Scripts, Group Policies and Security Groups

Familiar with Advanced network troubleshooting; connectivity, performance, disruption, etc