Job Description:

The Technical Account Manager (TAM) is responsible for assessing and aligning technology for our customers. This includes developing and maintaining a deep technical knowledge of the client environment. Performing on-site alignment visits and technical alignment assessments are core functions of this role.

Basic Functions:

  • Develop and maintain technical knowledge of the client environment.
  • Perform alignment visits at client site on a regular frequency.
  • Perform technical alignment assessments for assigned clients both on-site and remotely.
  • Perform regular proactive service as a technical lead.
  • Be responsible for upholding best practices and reporting recommendations to the vCIO.
  • Cut reactive issues by controlling the number of submitted service requests.
  • Identify technical risk and see technical issues firsthand.
  • Be eyes and ears for the vCIO by mastering the environment and making recommendations.
  • Communicate with customers: Perform check-in/check-out meetings with technical point of contact when on-site and help navigate open service desk requests, ongoing projects, and recommendations by the vCIO.
  • Meet with vCIO regularly to discuss client relationships, client health, and open issues.
  • Complete scheduled reactive tickets as assigned while onsite during alignment visits.
  • Follow-up with each delivery area after alignment visits and create tickets for any action items.
  • Update client documentation as needed in IT documentation platform.
  • Assist with new client onboarding.

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction.
  • Ability to work in a team and communicate effectively.
  • Escalate service issues that cannot be completed within agreed service levels.
  • Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
  • Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
  • Document internal processes and procedures related to duties and responsibilities.
  • Responsible for entering time and expenses in ConnectWise as they occur.
  • Work through a daily schedule in ConnectWise that has been established through the dispatch process.
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
  • Enter all work as service tickets in ConnectWise.
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and/or Abilities Required:

  • Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key IT services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:

  • BA/BS but not required, preferably in computer science or a related field.
  • 3-5 years of IT or related experience.
  • A+, Network+, Cisco, Microsoft, and other IT Certifications a plus.

Benefits:

  • Competitive salary based on experience and qualifications.
  • Premier health, vision, and dental benefits.
  • 401K Retirement Plan.
  • Mileage Reimbursement.
  • Full on-the-job training & support.
  • Fun working environment and culture.
  • Great opportunity for advancement.

Company Description:

Shartega IT is a leading managed IT provider in Chicago IL and surrounding areas. Our mission is to provide businesses with a complete IT management and support solution, acting as a trusted partner to ensure IT works all the time, every time, for the company and protect its critical data and customers so they can focus on their core business.

#J-18808-Ljbffr