IT Technical Account Manager

Company

SMS Datacenter is a growing IT MSP for Managed Services, Colocation, Networking, Private Managed Cloud, and Help Desk. We are a team of engineers and techs who tackle new projects, challenges, and issues every day, supporting users’ workstations, infrastructures, and networks so they can focus on succeeding in their own jobs. If you enjoy intense days of helping customers and working with fellow IT professionals to solve problems and create long-term solutions, then apply to join the team!

Description

Do you love solving problems, communicating with different teams, and providing great experiences for users and coworkers? Do you get excited from being challenged by different issues and environments each day? Are you looking to bring your growing skills and great attitude to a growing IT company, where the wellbeing of customers rests in your hands?

We are looking for an IT Technical Account Manager who will take accountability for a group of client businesses and users, communicate with stakeholders, provide IT consulting, and ensure that customer issues and needs are resolved quickly and properly. You should have a background in IT areas including desktop support, networking, and/or systems infrastructure. Additional experience in project management or sales is preferred.

Responsibilities

• Take accountability for overall customer satisfaction, reviewing and following up with customers' tickets, alerts, and projects each day to ensure complete and rapid resolution
• Be the hub of communication between customers, engineers, sales, and other groups. Communicate promptly and professionally in phone calls, meetings, emails, and messages, responding rapidly to provide answers, researching or escalating to appropriate teams as needed
• Schedule recurring calls with customer points of contact according to set frequencies to maintain strong relationships and review recent issues, projects, and future needs
• Schedule recurring and as-needed on-site support visits by technicians
• Deeply learn the customer environments and answer questions about their services, procedures, points of contact, and other information
• Analyze environments, understand customers' needs and risks, and recommend appropriate IT solutions to them, working together with engineers, subject matter experts, and salesmen as needed
• Help manage projects and tasks, resolving roadblocks, communicating with stakeholders, and documenting statuses
• Troubleshoot and resolve technical escalations from L1 and L2 technicians when able to
• Identify trends and proactively bring solutions for recurring problems and inefficient processes
• Ensure thorough and up-to-date documentation of customer information including technical environments, lessons learned, possible improvements, customer requests, procedures, POCs, and other useful information
• Document all work done, issue/project status, and time entries on tickets daily
• Perform other job-related duties as necessary

Experience and Knowledge Needed:

• 4+ years of providing technical support for desktops, systems, and/or networking, preferably in a fast-paced MSP or other multi-tenant environment
• 3+ years of IT coordination, project management, customer delivery management, or similar experience
• Certifications by vendors like PMI, CompTIA, Cisco, Palo Alto, VMWare, Microsoft, etc. or equivalent relevant real-world experience

Professional Behaviors Needed:

• Proactive: You do not need to be assigned tasks. You work autonomously, constantly looking for and dealing with what most needs doing, and get it done.
• Accountable: You take extreme ownership of your responsibilities and of the well-being of those in your care.
• Organized: You note, prioritize appropriately, and schedule tasks that you come across throughout the day and week.
• Communicative: You thrive with people and jump on messages, emails, and calls to give clarity and answers to others' questions.
• Reliable: You set standards and stick to them, building a reputation of quality assurance and trust.

Compensation and Benefits:

Selected candidates' total compensation will be determined by the evaluation of factors including relevant skills, knowledge, experience, and other qualities, and is expected to start between $62,500 – $85,000 per year. Candidates who show exceptional skill and experience may be considered for higher-level positions.

Employees who complete the first 90 days of employment will be eligible for Paid Time Off of up to 10 vacation/personal days, 5 sick days, birthdays off, and 8 company holidays each year.