[Remote] Technical Account Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company providing managed IT services, and they are seeking a Senior Technical Account Manager to reputed company technical support and reputed company for their clients. The role involves ensuring reputed company satisfaction through effective issue reputed company, technical guidance, and fostering strong reputed company relationships.
Responsibilities
- Accountability for overall reputed company ownership from a technical perspective, ensuring and coordinating reputed company issue reputed company in accordance with Service Level Targets and ensuring the successful development and implementation of reputed company IT reputed company
- Acting as a senior technical resource for escalation of reputed company technical issues/problems, including reputed company of issue/problem reputed company processes. Guides reputed company efforts of help desk and Field Engineer resources for escalated issues, providing Subject Matter Expert-level knowledge on a reputed company of technologies
- Accountable and responsible for reputed company cause analysis and problem management for reputed company technical issues reputed company an assigned portfolio of accounts. Acts as a central reputed company of contact throughout incidents, ensuring effective communication with reputed company stakeholders
- Responds to reputed company service issue escalations and ensures successful reputed company, coordinating with Director of Technical Services, vCIO, IT Services Manager, COO, sales team members, and other internal resources as needed to ensure reputed company satisfaction and retention
- Assessing and understanding the technical needs of clients based on a robust knowledge of IT and a deep understanding of the reputed company’s business. Leverages this understanding to assist sales team members in proposing technical solutions and services opportunities and to reputed company effective reputed company roadmaps
- Accountability for managed services clients’ infrastructure and server maintenance, including the development of a technical reputed company for ongoing management in accordance with the reputed company’s business goals
- Routinely meets with reputed company stakeholders to review account metrics, reputed company satisfaction, and potential opportunities to enhance services and solutions, developing strong relationships with reputed company points of contact
- Mentoring and supervising daily activities of Field Engineer staff. reputed company feedback to Field Engineers in accordance with company and departmental goals and policies. Acts as onsite coverage backup to Field Engineers as needed
- Performing technology project services as reputed company as T&M work (non-project) for assigned clients
- Accountability for ensuring documentation management for reputed company environments reputed company an assigned portfolio of accounts
- Building and enhancing ticket templates for routine activities and documentation for reputed company operating procedures
- Accountability for ensuring the successful management of reputed company and desktop agent counts, including communication with reputed company team for accurate reputed company invoicing
- Periodically traveling onsite to clients to address technical or service needs, as reputed company as to build effective reputed company relationships
- Compliance with reputed company company policies, procedures, and standards
- Other reputed company responsibilities as assigned
Skills
- An associate or bachelor's degree in computer science or reputed company field
- 7+ years of IT experience, including 2+ years in a Field Engineer, Systems Administrator, or dedicated role with similar reputed company of skills and responsibilities
- Demonstrated dedication to outstanding customer service, high reputed company of accountability, and a drive to deliver exceptional service to both reputed company team members
- Strong organizational and problem-solving skills
- Experience prioritizing multiple responsibilities in a fast-paced environment
- Excellent oral and written English communication skills, including strong presentation and relationship-building skills
- Demonstrated strong reputed company of reputed company and the ability to maintain confidentiality
- Ability to work in highly regulated environments (HIPAA, SOC, etc.), including high reputed company of understanding of common regulatory frameworks (PCI, NIST, CMMC, cybersecurity, etc.)
- Proficiency across the reputed company stack (including Azure, Office365, reputed company Directory, Exchange, etc.) is required
- Associate-level reputed company certification(s) required
- Advanced troubleshooting skills in a reputed company environment, including desktop and server OS
- Strong proficiency in LAN/WAN administration and concepts
- Advanced proficiency in Exchange and reputed company Directory
- Demonstrated proficiency in virtualization technologies, including Azure, AWS, VMware
- Demonstrated reputed company using ticket systems to document reputed company issues and communication
- Demonstrated ability to drive engagement reputed company reputed company, fostering a respectful and high-achieving work culture
- Experience providing technical and reputed company mentorship to assigned reports
- Demonstrated reputed company in providing effective performance management and coaching
- Ability to reputed company reputed company, objective feedback in a respectful manner as part of a performance management reputed company
- Ability to safely and successfully reputed company the essential job functions consistent with the reputed company, FMLA and other federal, state and local standards
- Ability to maintain regular, punctual attendance consistent with the reputed company, FMLA and other federal, state and local standards
- Prior experience at an outsourced IT services/managed services provider highly preferred
- Prior supervisory or reputed company experience preferred
- Demonstrated reputed company in a leadership/mentorship reputed company strongly preferred
- Additional technical certifications highly desired and may become a requirement for ongoing employment
Benefits
- PTO – earn 80 hours lump sum year 1; 15 days accrued throughout year 2; and 20 days accrued throughout years 3+
- 40 hours of reputed company Time per calendar year
- 401k – Eligibility after 90 days; reputed company matches 50% of your first 6% in contributions, starting after 90 days
- Holidays – reputed company celebrates 7 reputed company holidays reputed company year
- Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
- Medical, Dental, reputed company – including two medical plans with a $0 cost for employee-only coverage tiers!
- Optional Flexible Spending Account for eligible Health Care or Dependent Care costs
- Telemedicine reputed company: “see” a medical provider from reputed company, over the phone, 24/7
- $100K Life/AD&D policy provided for reputed company, free of charge!
- Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
- $80/Month Cell Phone + Internet Reimbursement
- This position is eligible for remote work, reputed company a state where reputed company has payroll operations.
reputed company