Technical Account Manager (JR Auditor)
Full Time
Jacksonville, FL 32202
Posted
Job description
Job Description
TruTechnology, a NetGain Technologies Company, is looking for a Technical Account Manager. Our Proactive Engineers are a big part of what makes TruTechnology awesome! They keep our client environments clean and in alignment which reduces risk and client issues. They perform the following tasks to accomplish this goal onsite at client locations throughout North Florida.
- Conducts audits to our client's users, computers, servers, and other key network elements; this includes but is not limited to tool deployment and configuration, firewall standards, backup systems, AD structure, etc.
- Develops and maintains checklists to reduce risk and exposure throughout every service delivery area.
- Improves other delivery areas by reducing manual work, analyzing reactive services, looking for improvements, and assessing new services and products that can positively impact our efficiency.
- Works hand in hand with our Technology Success Manager to develop and implement the standardized delivery of services across all Managed Services Clients.
- Minimizes reactive service issues by identifying trends and collecting service-based information from Remote Operation Center and Centralized Services reports.
- Creates reports for service delivery KPI’s that can be used daily and weekly to manage company rhythm and strategy.
- Participates in scheduled and predictable new Client onboarding routines.
- Maintains minimum level of technical skillset and certifications based on current job requirements.
As a Managed Service Provider (MSP), the pace and demands in this environment are much greater than an in-house IT position supporting one company. Our Proactive Engineers need to be extremely responsive and know the importance of clearly communicating and meeting commitments to clients. They must execute consistently in environments rich in Windows technologies (Server, Active Directory, Exchange, Office 365, Hyper-V, Cisco networking (switches, routers, firewalls), and more (from Desktop to Data Center).
Responsibilities
- Provide a high level of customer service with a positive attitude at all times
- Conduct onsite and remote client environment audits providing clear findings and making necessary alignment changes as directed
- Pay close attention to detail while performing technically detailed tasks
- Deal effectively with stressful situations focusing on the best outcome for the Client
- Able to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
- Articulate technical information clearly and simply to non-technical people
- Self-motivated and is self-directed when necessary
- Any other assigned duties
Key Characteristics
- Receives positive Client feedback, considered responsive, reliable, knowledgeable, and diligent
- Receives positive internal staff feedback, considered responsive, reliable, knowledgeable, and diligent
- Performs accurate and timely time entry
- Focused on lowering Average Response Times
- Focused on lowering Average Resolution Times
- High Billable Hours / Utilization (efficient use of time)
- Mentors new employees
Qualifications / Working Knowledge Required
Server Operating Systems
- Windows Server 2012 R2 and/or 2016
- Active Directory
- NTFS Permissions
Enterprise E-mail
- Exchange Server
- Office 365
- Email Encryption
Workstation
- Windows 7
- Windows 10
Infrastructure
- Firewall Technologies
- Wireless Technologies
- Switches (including VLAN's)
Other Preferred Technical Knowledge
- Solid understanding of TCP/IP
- Solid understanding of network services such as DNS (internal and external) and DHCP
- Experience with and understanding of routers and firewalls - data flow internal and external
- Experience and understanding of Terminal / Remote Desktop Services
Other Considerations
- Regular and timely completion of Documentation Standards for each client
- On-going self-training to preserve professional viability is a must (resources are provided)
- The ability to regularly score high on the Customer Sanctification Survey's (CSAT)
- Execution and conclusion of tasks on time and successful management of client expectations throughout that process
- Ability to communicate with clients at all levels from IT personnel to CxO’s and to understand business issues in the context of IT issues
- Takes ownership of tasks and follows through to ensure complete resolution
- Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
- Ability to pay close attention to detail while performing technically detailed tasks
- Ability to deal effectively with stressful situations
- Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
- Ability to provide accurate time estimates for how long a task will take
- Understands that the success of individuals is measured by the success of their teams
- Ability to quickly learn new technologies through the use of self-study materials and intuition
- Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution (i.e. - Susie can't print)
- Enjoys sharing information, supporting others, and working on a team to achieve team goals
Credentials and Experience:
- 3+ years’ hands-on experience in IT and/or auditing roles
- Preferred Certifications:(not required):
- CISA, CISSP, CEH, CIA, MCSA/MCITP, CCNA/CCVP/CCIE, VCP, Project+, Network+
Desired Skills/Qualifications
Experience working in a team, process-driven, fast-paced environment through all phases of service delivery.
- Minimum Bachelor’s degree or equivalent experience in a customer service based capacity
- Strong business acumen – ability to interact with all levels of management
- Demonstrates tendency to challenge the status quo, drive constant improvement in process, and an ability to achieve organizational goals
- Ability to resolve complex issues within functional area and/or area of expertise
- Ability to develop and execute multiple priorities and approaches to meet objectives
- Receives positive Client feedback, considered responsive, reliable, knowledgeable, and diligent
- Receives positive internal staff feedback, considered responsive, reliable, knowledgeable, and diligent
Other Desired Skills
- Critical thinking and problem-solving skills
- Diligence, thoroughness, attention to detail
- Planning and organizing
- Decision-making
- Communication skills
- Influencing and leading
- Delegation
- Teamwork
- Negotiation
- Conflict management
- Adaptability
- Stress tolerance
Benefits:
- Medical/Vision/Dental with FSA and HSA
- 100% Employer Paid Life Insurance/Short term and Long-Term Disability
- Maternity/Paternity Leave
- Free Employee Assistance Programs
- Paid Certification Training
- Open Paid Time Off
- Team Building Activities
NetGain Technologies
is an Equal Employment Opportunity (EEO) employer that is committed to a safe and drug free work place. NetGain
performs pre-employment criminal background checks and substance abuse testing which includes a urine drug tests to detects the presence of illegal drugs. We appreciate your cooperation in keeping NetGain
a safe and drug free company.
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