Technical Account Engineer

Minneapolis, MN

Up to $97K

Up to 60% travel.

Responsibilities:
-Provide technical leadership for largest managed services customers. The Technical Account Manager will be responsible for direct customer communication, hands on troubleshooting with other engineers, working closely with internal teams, sales and product development.
-Maintain deep technical knowledge of multiple technologies within a customer’s environment. This may include network, security, systems administration and storage management services.
-Understanding of original and amended contracts, services agreement, roles & responsibilities, SLAs, and current invoices.
-Develop cost effective, operationally supportable solutions that meet complex customer requirements and SLAs.
-Process improvement initiatives tailored to improve customer satisfaction with managed services
-Develop and deliver customer presentations that outline environment capacities and suggested courses of action. Attend weekly customer meetings with project manager to address technical topics. Utilize the meetings with client as an opportunity to create an understanding by the client of business plans.
-Plan, document and identify risks and challenges for production changes that span multiple services or technologies.
-Aid sales and operations teams in the transition of customers through architectural design-implementation-steady state phases of the customer life cycle.
-Coordinate and oversee the cross functional engineers. Provide clear technical documentation and written ISO9001 procedures to ensure other team members can assist in monitoring, troubleshooting and changing complex customer environments.
-Build and maintain relationships with key customer’s technical staff members and with internal stakeholders from sales, customer service and field operations.
-Assist management in developing customized SLAs and SOWs for one-off technology solutions.
-Assist in the development of reportable operational metrics within the Complex Services Delivery team.
-Perform after-hours technical support as needed - Tier 3 escalation for advanced troubleshooting and support for complex issues.
-Travel to customer premise as needed.
-Provide world-class customer support and technical expertise for customers.
-Perform after-hours technical support as needed.

Qualifications:
-College Degree preferred but will consider applicants with equivalent work-related experience with a minimum educational requirement of a H.S. Diploma or GED equivalent.
-7-10 years industry experience in a senior engineer role, with exposure to multiple technology areas. A significant amount of this time must have been in a hands-on IT service delivery role.
-Experience must include systems, storage administration.
-Self-starter – have a history of initiating, leading and completing quality improvement projects
-Extensive knowledge of data communication concepts and technologies is required.
-Very strong customer service and communications skills (written and oral) are required.
-A history of leading and directing technical staff through crisis situations.
-Strong interpersonal skills are a requirement.
-Adaptable and willing to learn new technologies.
-Working knowledge of project management and strong time management skills are required.
-Must have the ability to effectively work in a team environment, as well as independently or as a self starter.

Preferred Qualifications:
-4 year college degree or equivalent experience.
-Technology industry certification(s) (MCSE, CCIE, RHCE, etc)

Working Conditions:
Ability to meet the physical demands of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employment is contingent upon successful completion of the background investigation and pre-employment drug screen.

IT Jobs in Minneapolis, Jobs, Minneapolis, Systems engineer, solutions architect, technology consulting, storage, systems administrator, pre-sales, post-sales, data communications

Contact information:
Mike Stapinski
jobs@nextstepsystems.com
Next Step Systems
www.nextstepsystems.com

For more information about this opportunity contact:

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