Technical Account Manager

LMT Technology Solutions (www.LMTtech.com) is a leading full-service Managed Services Provider (MSP) headquartered in downtown Rochester, NY, that serves the Rochester, Buffalo, and Finger Lakes region.

Our services include IT Managed Services, Professional Services, Security and Compliance Services, Security Awareness Training, Business IT Consulting, Software Development, and Cloud Services. The cornerstone to LMT's success is our employees. We cultivate a culture of encouragement and growth through professional development, collaboration, and innovation for our LMT Team. Through generous contributions to healthcare benefits, 401(k) matching, opportunities for advancement, a fully stocked fridge with snacks and sodas, and the occasional office dog visit, we strive to make our employees feel valued and appreciated.

Position Overview:

As Senior Engineer and Technical Account Manager (TAM), you will be LMT’s point of escalation for client-related technical issues while overseeing and directing the efforts of the Account Engineers on your team. The TAM will understand assigned clients' challenges while leveraging strong knowledge of LMT solutions to enable clients' long-term business goals. The TAM will perform Annual Technical Assessments (ATA’s) for assigned clients, solve escalated technical problems via onsite and remote support, and will provide guidance to the team to ensure successful delivery of services to LMT clients. This position requires a high level of technical expertise, excellent collaboration and teamwork skills, and a desire to provide exceptional customer service.

Specific Duties:

• Perform Annual Technical Assessments for assigned clients.
• Solve escalated technical problems via onsite and remote support.
• Respond to ticket escalations for your assigned clients.
• Ensure accurate documentation for your assigned clients by regularly reviewing and updating documentation.
• Upon completion of tasks or tickets, update LMT's PSA platform with detailed documentation.
• Timely response to client tickets to meet Service Level Agreements (SLAs).
• Conduct regular meetings with your team to review caseloads and offer assistance.

Perks:

LMT provides a very competitive compensation package which includes a competitive base salary, an annual bonus, long-term incentives and a Comprehensive Employee Benefits Package.

• PTO: 18 days of PTO in a year
• LMT contributes $850 a month to your Benefits Package
• LMT offers a company matched 401k plan, up to 4%, after 1 year of active employment
• Company paid professional development opportunities for professional certifications and soft skills training
• Opportunities for community involvement

• Prior experience in a Managed Service Provider (MSP) or IT Consulting environment.
• Minimum 7 years’ experience in server management, networking, application deployment & troubleshooting Windows applications.
• Experience preparing IT Roadmaps.
• Experience managing Microsoft Windows Server and SQL Server.
• Strong knowledge of Microsoft Active Directory, DNS and DHCP Server.
• Strong knowledge of Microsoft Office Suite.
• Experience managing Office 365 User, Mailbox and SharePoint accounts.
• Experience managing Microsoft Hyper-V or ESXi Hypervisors.
• Experience Troubleshooting Enterprise Systems.
• Excellent analytical and problem-solving skills.
• Demonstrated ability to lead and mentor others.
• Excellent listening and communication skills, both verbal and written.
• Commitment to knowledge sharing among team members.

Additional Preferred Skills:

• Experience with ConnectWise.
• A+, MCP, MCSE, CCNA, and other related certifications are a plus.
• Experience with Enterprise Backup Solutions.
• Experience with SonicWALL.
• Experience managing Microsoft Azure Cloud Computing Services.
• Basic Linux Management Skills.