What are the responsibilities and job description for the Technical Account Manager position at Meriplex Communications?
Position Summary :
The 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 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.
- Proactivly review client metric and KPI's. Identify service improvement opportinites 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 manamgnet and delivery.
- Assit with firmware and patch remedation.
- Assit with client RCA delivery.
- Track all time accurately in Meriplex PSA.
Knowledge, Skills, Abilities, and Behaviors :
o RMM Platform (Datto, Kaseya)
o Windows Server
o Microsoft Azure
o VMware
o AD, DNS, DHCP
o Exchange 2010, 2013, 2016, 2019, Office365
o Firewalls; Site to Site VPN tunnels; SSL VPN Setup
o ConnectWise PSA software / AutoTask PSA
o Wireless Technologies
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 :
Certifications :
Work Schedule / Travel :
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 : $85k-$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.
Salary : $85,000 - $130,000
