Technical Account Manager

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

Benefits offered by this job

Medical, Dental, Vision insurance

401k

PTO

Holiday Pay

Referral bonuses

Job summary

Meriplex Communications is seeking a Technical Account Manager to serve as the virtual IT Manager for a portfolio of clients, ensuring documentation and SOPs are updated and aligned to Meriplex standards.

You will travel to client sites and work from Meriplex offices, manage escalations, coordinate with vCIO and Client Success Managers, and lead operational meetings.

This role requires strong communication, MSP experience, and hands-on knowledge of networks, Windows, and cloud platforms.

Qualifications

• Bachelor’s degree or six-years related experience and/or training; or equivalent combination of education and experience.
• Ideally a minimum of 2 years’ experience working in an MSP.
• Skilled in interpreting documents such as service tickets, manuals and policies.
• Adept in basic arithmetic and unit conversions.
• Proven ability to make decisions quickly under pressure.

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 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 metrics and KPIs; identify service improvement opportunities.
• Sign off on client onboarding project.
• Track client product maintenance and end-of-life schedule.
• Light project management and delivery.
• Assist with firmware and patch remediation.
• Assist with client RCA delivery.
• Track all time accurately in Meriplex PSA.

Skills

Escalation handling

Client communication

Documentation skills

MSP experience

Project coordination

Analytical thinking

Education

Bachelor’s degree or equivalent experience

Tools

Datto

Kaseya

Windows Server

Azure

VMware

Active Directory

Office365

Exchange Server

Job description

The Technical Account Manager 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 handle 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 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.
• Light project management and delivery.
• Assist with firmware and patch remediation.
• Assist with client RCA delivery.
• Track all time accurately in Meriplex PSA.

Knowledge, Skills, Abilities, and Behaviors:

• 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.
• Familiar with:
  • RMM Platform (Datto, Kaseya)
  • Windows Server
  • Microsoft Azure
  • VMware
  • AD, DNS, DHCP
  • Exchange 2010, 2013, 2016, 2019, Office365
  • Firewalls; Site to Site VPN tunnels; SSL VPN Setup
  • ConnectWise PSA software/ AutoTask PSA
  • Wireless Technologies
  • Experience with advanced troubleshooting server issues; performance, slowness, lockups, etc.
  • Login Scripts, Group Policies and Security Groups
  • Advanced network troubleshooting; connectivity, performance, disruption, etc.

Education/ Experience:

• 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 2 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.

Work Schedule/Travel:

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

Benefits & Compensation:

Meriplex employees receive a full benefits package including medical, dental, vision, disability, group term life insurance, 401k, PTO, Holiday Pay, as well as referral bonuses.

Current pay range:

$100k-$130k annually.

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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.