Strategic Technical Account Lead for MSPs

Meriplex-Communication; Bedford (MA); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Disability

Group term life insurance

401k

PTO

Holiday Pay

Referral bonuses

Job summary

Meriplex Communications is seeking a Technical Account Manager to act as a virtual IT Manager for assigned clients, ensuring documentation, SOP alignment to Meriplex standards, and handling technical escalations. Travel to client sites and Meriplex offices is expected.

You will serve as the client SME, manage escalations, maintain documentation and SOPs, and collaborate with vCIO/Client Success Managers on evaluations.

Qualifications

• Bachelor’s degree or 6+ years related experience, or equivalent combination.
• Ideally 2+ years’ MSP experience.
• Ability to write clear email correspondence and document procedures.
• Experience interpreting service tickets, manuals, and policy documents.
• Proven ability to work under pressure and solve complex problems.

Responsibilities

• Act as assigned client Subject Matter Technical Expert.
• Take escalations to resolve issues and requests.
• Maintain client network and systems documentation and SOPs.
• Evaluate client technology landscape against Meriplex standards.
• Present and collaborate on evaluations with vCIO or Client Success Managers.
• Facilitate and drive client operational meetings.
• Provide guidance to Meriplex operations and sales teams.
• Review client metrics and identify service improvement opportunities.
• Sign off on client onboarding projects.
• Track product maintenance and end-of-life schedules.
• Light project management and delivery.
• Assist with firmware and patch remediation.
• Assist with client RCA delivery.
• Track all time accurately in Meriplex PSA.

Skills

Interpersonal communication

Strategic thinking

Analytical problem solving

Time management

Travel readiness

Education

Bachelor’s degree or 6+ years related experience

Tools

Windows Server

Microsoft Azure

VMware

AD / DNS / DHCP

Exchange 2010-2019 / Office365

Firewalls & VPN (Site-to-Site / SSL)

ConnectWise PSA / AutoTask PSA

Wireless technologies

RMM Platforms (Datto, Kaseya)

Advanced server troubleshooting

Login scripts & Group Policy

Network troubleshooting

Job description

Meriplex Communications is seeking a Technical Account Manager to act as a virtual IT Manager for assigned clients, ensuring documentation, SOP alignment to Meriplex standards, and handling technical escalations. Travel to client sites and Meriplex offices is expected.

You will serve as the client SME, manage escalations, maintain documentation and SOPs, and collaborate with vCIO/Client Success Managers on evaluations.