Total IT is an award-winning technology services company based in Bedford. Total IT has been going since 2006 with an established growth record, fantastic clients and an excellent working environment. Committed to delivering high touch IT support, our aim is to provide the highest levels of service coupled with a great working environment.
The Technical Account Manager will join the Technical Account Team and report to Jane Dunford Service Delivery Manager, they will be responsible for day to day client management establish and manage expectations with our clients in alignment with contracted services strengthening and developing relationships, work across multiple business teams ensuring we continue to provide a high level of quality and client satisfaction. You will strive to deliver a world class service to our clients whilst implementing improvements and ensuring profitability.
This role would benefit from someone who is comfortable being customer facing, focused and being able to report to the management team.
Ideally you will have worked in a professional services business be familiar with the responsibilities and pressure of IT service delivery.
Worked in Account Management focused roles with a strong technical background.
Passionate about excellent customer service, organisation and highly motivated with a keen eye for detail. An excellent communicator with customers, directors and internal staff and plan, monitor and control your work being able to lead and motivate by example.
·Work within an operational technical team, dedicated to the delivery of technical services and improvements to our clients.
·Ensure that all technical designs, solutions, and changes are compatible with the existing client environment, architecture and forward strategy.
·Own, manage and improve all technical documentation for the customer with a view of improving service delivery.
·Have a strong understanding of clients SLA/KPI's and ensure utilization of this service
·Own and understand the client's business software ensuring technical delivery and architecture is aligned and fit for purpose.
·Technical ownership of the management, planning, delivery and remediation of IT Service Continuity Management (Disaster Recovery).
·To provide technical support and input to the Sales Team for any possible Leads or Upselling opportunities
·Provide Weekly & monthly Technical Account Management reports
·Provide and offer technical guidance and support during major incidents for our clients.
·Be a 3rd line escalation point for our Service Team
You will be an experienced account manager with several year's technical experience. Excellent knowledge of service desk processes and preferably worked for an MSP.
We expect you to:
· Be able to work under pressure
· Have a flexible working attitude
· To be reliable and honest
· Technical experience and understanding of core technologies including Windows Server, Active Directory, Windows 10, Office 365, Azure, Citrix, Netapp and Cisco
· Strong communication & presentation skills
· Be confident and able to facilitate, chair and steer internal meetings to achieve the best possible outcome.
· Be willing to travel to client sites around the UK with a full UK driving license
· Be proactive
Essential Experience & Qualifications
Experience of Microsoft Server 2008 onwards, Exchange 2010 Onwards, Windows 7 onwards, Microsoft Office 365
Understanding of switches routers and firewalls
Minimum of 3 years IT Service Desk Experience
Experience of Microsoft Intune and SQL
28 Days annual leave plus 1 day, 2 weeks either side of your Birthday
Great working environment with friendly team
Contributory pension scheme
Employee share ownership scheme - Rewarding long standing employees
Receive up to 10 days of relevant training per year
A tailored professional and personal development plan
High performance computers for all employees
Work in a modern environment, we have break out areas, projector walls, Xbox for those quiet times and plenty of off-street parking.
Why work at Total IT
A recent team survey gives you an insight into the work life here at Total IT:
"Great people", "The atmosphere makes me want to come into work each day!"
Joining us on a technical role, expect a warm welcome, and to be treated fairly and professionally with top-up training to help you meet your own goals.
Job Types: Full-time, Permanent