Sr Technical Account Manager

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 to ensure clients documentation and SOPs are up to date to align the client to the Meriplex technical standards and to work 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 SOPs.

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 KPIs. Identify service improvement opportunities for assigned clients by utilizing metric and KPIs.

Sign off on client onboarding 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.

Knowledge Skills Abilities and Behaviors:

Exceptional interpersonal and communication skills is a must.

Strategic thinker with strong analytical and problemsolving 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 Microsoft Azure

o ConnectWise PSA software/ AutoTask PSA

o Wireless Technologies

Well versed in:

o RMM Platform (Datto Kaseya)

o Windows Server

o VMware

o AD DNS DHCP

o ExchangeOffice365

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

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

o Login Scripts Group Policies and Security Groups

o Advanced network troubleshooting; connectivity performance disruption etc.

Education/ Experience:

Bachelors degree preferred

5 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 Azure.

Work Schedule/Travel:

Standard Meriplex business hours of Monday Friday 8:00 AM to 5:00 PM.

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.

Required Experience:

Manager