Senior Technical Account Manager - Insight Global

An employer in the MSP industry in the Chicago, Illinois area is seeking a Senior Technical Account Manager to act as the subject matter technical expert for one of their premier clients. This engineer will be responsible for L3 and L4 escalations, cadence meetings with the customer, discussions on upcoming projects, IT roadmaps and technical recommendations. They will help the professional services team scope out customer needs and understand the environment for projects. They will facilitate and drive client operational meetings, evaluate client technology landscape based on set standards, track client product maintenance and end of life schedule, and assist client with RCA delivery. Additionally, they will assist with firmware and patch remediation, take escalations to resolve issues and requests, and be accountable to maintain client network and systems documentation and SOP's. This person will work remotely unless there is an in person executive business review, a major project for the customer or a massive network wide issue.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience

9+ years experience in a technical customer facing role, leading the support of network and system infrastructure, projects, creating IT roadmaps and technical recommendations

Proven ability to make decisions quickly and under pressure and ability to assist team members in solving complex problems

Expertise in Login Scripts, Group Policy, software deployment, and Security Groups

Strong Azure experience - hosting and routing, tickets, working with Microsoft from a vendor standpoint, etc.

Cloud and on prem network and system support experience

Experience with a RMM Platform (Datto, Kaseya, n-able)

Firewalls; Site to Site VPN tunnels; SSL VPN Setup - SDWan

Expertise in supporting Windows Server, Vmware, AD, DNS, DHCP, V-LANS

Advanced network troubleshooting; connectivity, performance, disruption, etc.

Ability to own issues and escalate appropriately to internal and external teams/vendors

Exceptional interpersonal and communication skills

Strategic thinker with strong analytical and problem-solving skills

Nice to Have Skills & Experience

MSP Experience

Industry certifications such as MCSA, MCSE, CCNA, VMware VCA/VCP

ConnectWise PSA software experience

Experience with wireless technologies

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.