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Job Description
Technical Account Manager (TAM)
When was the last time you truly enjoyed going to work? It is an ideal time to join our highly talented and well-established IT Services Team. We are looking for individuals that have a strong desire to learn and grow professionally, all the while constantly improving our clientxe2x80x99s experience and businesses.
About Spade Technology:
Spade Technology is a twenty-year established Managed IT Service Provider based out of Mansfield, Massachusetts. We have one simple goal: to provide predictable technology solutions, reduced risk, and long-term vision to our clients. How do we do this? We deliver real business value to our clients by understanding their businesses, implementing our best practices, documentation, and proactively managing their IT systems.
Benefits of Working at Spade Technology:
The stability of a twenty-year-old company with the growth, excitement, and career potential of a startup
Work with cutting edge and a variety of technologies and solutions everyday
A strong focus on industry training and certification that includes company paid education and certification exams
A team of highly motivated, extremely talented, fun, and collaborative people
Highly competitive salary and benefits
A place where ambition, loyalty, and exceptional performance will be noticed and rewarded
A clear company vision and mission
A place where everyonexe2x80x99s contribution is welcome and encouraged
Position Summary:
Are you ambitious, organized, and solution-focused SME? We are an established Managed IT Support company in need of a Technical Account Manager to join our team in providing exceptional IT support services to small and medium-sized businesses throughout Massachusetts, and Rhode Island. Our TAMs are Virtual IT Managers for their assigned portfolio of clients. They are responsible for the overall management, organization, and documentation of the clients’ technical environments. The TAMs have the most comprehensive knowledge of our clients’ technical layout, capacity, and deficiencies, and they ensure that the technical environment is current and compliant with our Best Practices.
This position is largely based on working with the client; therefore, excellent communication and time management skills are critical for customer satisfaction and success.
Essential Duties and Responsibilities:
Ownership and accountability of Virtual IT Manager role for assigned portfolio of clients
Responsible for overall management and supportability of assigned client environments
Maintain on-going client communications and satisfaction levels
Maintain schedule for proactive client visits
Maintain accurate and updated documentation on all assigned environments
Develop and maintain a technical knowledge base for each of the clients you are assigned
Perform on-going proactive audits to identify opportunities areas of improvement
Remediate and resolve issues identified through regular audits of client environments
Develop and deploy proactive services that reduce the need for reactive support (from the Support Desk)
Be a resource to our project team in planning and deployment of new technologies
Partner with the fCIO team to implement technology solutions that align with the business objectives for clients
Collaborate with Points of Contacts and internal Spade Teams to create Standards and Procedures that align with each clientxe2x80x99s business objectives
Technical Skillset and Certifications:
REQUIRED
3-5+ years of general systems administration experience
Windows Server Technologies and administration experience
Windows Server OS
Windows Active Directory (group policies, server roles)
Experience with Office365 administration
Virtualization: VMWare/Hyper-V
Network and server security
VPN technologies and solutions
Microsoft Azure administration
Azure Active Directory
Microsoft 365 Cloud Suite
MS Teams/SharePoint experience
PREFERRED
Google Workspace administration
Apple/Mac Operating Systems
Microsoft SQL and DBA Experience
Remote desktop services
SonicWALL Experience
Professional Service Administration (PSA) /Remote Monitoring Management (RMM) Software Experience
ConnectWise PSA/Automate or relevant experience preferred
Experience in MSP field
Mobile Device Management Experience
Azure Certifications
Microsoft 365 Certifications
Industry Networking Certifications
Scripting/automation experience
Familiarity with:
Backup and Disaster Recovery Solutions
Firewalls and security devices
WAN/LAN networking administration
Wireless deployment and administration
Network Protocols: DNS, DHCP, RADIUS, NPS, HTTP/S, SSH, SMS
Additional Requirements:
Strong attention to detail and ability to follow process
Proven ability to set and manage client expectations
Exceptional customer service and communication skills
Collaborative drive and willingness to solve clientxe2x80x99s problems as a team
The ability to work effectively in a fast-paced environment
Ability to document technical environments in a standardized and organized fashion
Reliable transportation/ability to work at different client locations
Must be local to MA, RI for client assessability
Ability to work a minimal-load on-call rotation
Compensation:
Spade Technology offers an excellent compensation and benefits package, including competitive salaries commensurate with experience, employee contributed 401(k) plan, health, dental and disability insurance, and a generous vacation plan. Spade also provides each employee a certification path, paid training and certification exams to all employees.
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