Qureos Mentor

Acorn Technology Services

Job Summary We are seeking a dedicated and skilled Technical Account Manager to join our team. In this role, you will serve as a primary point of contact for our clients, ensuring they receive exceptional service and support throughout their journey with our products. You will leverage your technical expertise to analyze client needs, provide product demonstrations, and facilitate successful implementations. Your ability to manage expectations effectively, both internal and external, while fostering strong relationships with clients will be key to your success in this position.Responsibilities<ul><li>Enterprise Architecture &amp; Lifecycle Planning: Architect and govern rolling 1-to-3-year technology roadmaps. Ensure client environments align with our reference architectures, hardware/software lifecycles, and modern security baselines.</li><li>Strategic IT Steering (QBRs): Drive Quarterly Business Reviews (QBRs) with executive stakeholders. Present clear narratives around system utilization, threat landscapes, operational maturity, and strategic IT initiatives with definitive ROI/TCO justifications.</li><li>Relationships. Build long-term relationships with customers based on trust, respect, alignment, and value.</li><li>Requirements &amp; Budgets. Understand client&rsquo;s needs and provide the details and value of Acorn&rsquo;s products and services using budgets. Create the best strategies with the help of other Acorn departments to meet customer needs.</li><li>Contract renewals/ Re-negotiations. By the end of a contract, account Managers should see any opportunities for renewals, upsells, and cross-sells and secure new contracts.</li><li>Administration. Compile accurate client account notes and inventory records.</li><li>Products &amp; Services. AM team must master Acorn&rsquo;s products and services.</li><li>Escalation management. Resolve customer issues promptly by engaging relevant departments effectively and efficiently.</li><li>Want vs Need. Help the customer with what is the actual need vs what they want. Guide the customer with the help of Acorn departments to always do the right thing for the customer, what is best for the customer.</li><li>Analyze client requirements and tailor solutions that align with their business objectives.</li><li>Conduct product demonstrations to showcase features and benefits effectively.</li><li>Manage pre-sales activities, collaborating with sales teams to identify opportunities and drive growth.</li><li>Collaborate with cross-functional teams to enhance product offerings based on client feedback.</li></ul>Solutions Architecture &amp; Technical Design<ul><li>Technical Pre-Sales &amp; Scoping: Analyze complex business requirements and engineer scalable solutions leveraging our standardized technology stack. Ensure proposed solutions avoid technical debt and align with our operational capabilities.</li><li>Technical Translation &amp; Value Realization: Act as the primary translator between engineering and the business. Effectively articulate dense technical concepts (e.g., zero-trust network rollouts, BCDR RPO/RTO metrics) into compelling, easily understood business value propositions.</li><li>Engineering Alignment: Maintain tight collaboration with our Service Delivery, PMO, and Security teams to validate that your proposed architectures are deployable, secure, and operationally supportable.</li></ul>Client Environment Stewardship &amp; Lifecycle Management<ul><li>Strategic Portfolio Management: Direct the technological maturity of a curated portfolio (approximately 10 accounts), scaling your architectural approach to fit both standard SMBs and highly complex, compliance-driven enterprise environments.</li><li>Stakeholder Alignment Cadence: Maintain a disciplined communication framework (video, on-site, analytical briefs) to ensure continuous alignment between the client's business goals and our IT service delivery.</li><li>Service Level &amp; Contract Governance: Proactively manage the lifecycle of client agreements. Identify empirically sound opportunities for infrastructure modernization, cloud migration, and advanced cybersecurity integration.</li></ul>Education &amp; Experience<ul><li>Experience: Minimum of 3-5 years of verifiable experience in Technical Account Management, Systems Engineering, IT Consulting, or Solutions Architecture within a Managed Service Provider (MSP) or enterprise IT environment.</li><li>Analytical Aptitude: Proven capability to understand and converse on multi-variable infrastructure challenges, diagnose systemic issues, and synthesize scalable, secure solutions.</li><li>Communication: Exceptional ability to command a room of C-level executives, presenting complex technical data and risk assessments with authority and clarity.</li></ul>Core Technical ProficienciesYou must possess the vocabulary and understanding of our core stack:<ul><li>Cloud &amp; Infrastructure: Microsoft 365 (MDM, Entra ID, SharePoint architecture) and Microsoft Azure (IaaS, PaaS fundamentals, resource management).</li><li>Virtualization &amp; Compute: Hypervisor management (VMware vSphere) and Hyper-Converged Infrastructure (HCI) deployments (e.g., Scale Computing).</li><li>Business Continuity &amp; Disaster Recovery (BCDR): Operational understanding of enterprise backup topologies, immutability, and failover orchestration (Datto, Veeam).</li><li>ITSM &amp; Telemetry Tools: Proficiency in extracting and analyzing data from RMM (Kaseya) and PSA (Autotask) platforms to drive decision-making.</li><li>Cybersecurity Posture: A functional comprehension the cybersecurity ecosystem.</li></ul>Key Performance Indicators (KPIs)You will be evaluated on the operational maturity and stability of your portfolio:<ul><li>Account Retention &amp; Platform Stability: Maintenance of gross revenue retention and the empirical reduction of client churn through proactive IT governance.</li><li>Client Satisfaction &amp; Alignment: Consistent execution of the QBR cadence and the resulting quantitative indices of client satisfaction (CSAT), indicating high confidence in our IT leadership.</li></ul>Education<ul><li>Bachelors in Computer Science preferred or related experience.</li></ul>Why work at Acorn?At Acorn Technology Services, we&rsquo;re more than just an IT solutions provider &mdash; we&rsquo;re a team committed to excellence, innovation, growth, and making a difference. Here&rsquo;s why joining our organization is a rewarding career choice:<ul><li>Cutting-Edge Technology: You&rsquo;ll work with the latest tools and solutions, helping clients succeed in a rapidly evolving digital landscape.</li><li>Collaborative Culture: Be part of a supportive, inclusive team where your ideas and contributions truly matter.</li><li>Make an Impact: Your work directly helps clients enhance their operations, security, and productivity.</li><li>Innovative Environment: We foster creativity and encourage new ideas to solve complex challenges.</li><li>Join a Growing Company: Be part of a company with a strong reputation and a vision for expansion and success.</li></ul>Job Type: Full-timeBenefits:<ul><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Professional development assistance</li><li>Vision insurance</li><li>Work from home</li></ul>Work Location: Hybrid remote in Islamabad, PakistanPay: Rs300,000.00 - Rs400,000.00 per monthWork Location: Remote

Technical Account Manager

Job summaryWe are looking for a Service Desk Analyst who is passionate about effective solutions and clear communication and coordination with customers around critical and complex issues. Working with Systems Engineering and Cybersecurity departments to ensure critical issues and incidents are resolved on time and according to customers expectations.General purpose of the positionThis position is part of Service Desk department and is responsible for the frontline support of our customers' needs including, but not limited to, troubleshooting hardware, software, and network related issues. This position is on-site at a customer location in the greater South Bay area, and will report to the Director &ndash; Service Desk.Job description&middot; Provide technical support for hardware and software issues related to Windows environments. Provide outstanding service to new and existing customers via in-person, telephone, and email. Answering phone calls and responding to customer&rsquo;s emails.&middot; Troubleshoot and resolve networking issues, including DNS configurations and VPN connectivity.&middot; Assist users with Active Directory management, including user account creation and permissions.&middot; Analyze customer problems and provide timely solutions through remote assistance or on-site visits as needed.&middot; Document all support interactions in the service desk system (AutoTask) to maintain accurate records of issues and resolutions.&middot; Collaborate with other IT team members to enhance overall service delivery and improve processes.&middot; Deliver excellent customer service by communicating clearly and professionally with users at all levels.&middot; Excellent working knowledge of Active Directory, Microsoft Exchange, File Server, Print Server, DHCP, DNS, High Availability, Virtualization, Group Policy, Terminal Services, and Monitoring.&middot; Experience supporting/troubleshooting Microsoft 365, mobiles devices, and computer peripherals.&middot; Remote Control support and troubleshooting for: Windows OS; Outlook/Exchange; mobile devices; print/scan/fax, and IP phones; and Microsoft Office Suite, business applications, and web applications.&middot; Assist customers in troubleshooting technical problems, and document and respond to customer issues.&middot; Provide analysis, diagnosis, and resolution of complex desktop, server, network, and software problems for end users, if unable to resolve, immediate escalation to remote Systems Administration or Systems Engineering teams.&middot; Advanced technical and troubleshooting knowledge of desktops and applications.&middot; Intermediate understanding of networking including but not limited to: Knowledge of common ports, LAN, WAN, VPN, DNS, Routing, ACLs, NAT, VLAN, and subnetting.&middot; Extensive Windows and/or Macintosh OS experience, both as a user and as a engineer.&middot; Experience using a trouble ticketing system, and demonstrable experience in documenting issues, problems, and resolutions.&middot; Experience in the following applications and protocols a plus: Datto RMM/Autotask, IT Glue, Enterprise Antivirus Solutions, WSUS, website domain management, website security systems, VMWare and Hyper-V.&middot; Ability to quickly assess situations and escalate issue to higher level technician when necessary.&middot; Ability to set priorities and solve problems. Efficiency at managing multiple tasks without frequent supervision.&middot; Provide first level support for network related systems and issues.&middot; Thoroughly document issues on a regular basis in documentation management system and tickets.&middot; Ability, experience, and will to resolve 15-20 tickets a day.Education and experience&middot; Bachelor&rsquo;s degree in computer science is preferred.&middot; 4-6 years working full-time in an IT helpdesk, service desk or IT call center environment required.&middot; 2 years of server administration experience required. Domain management.&middot; Previous MSP experience highly preferred.&middot; Conversational and written English fluency required.&middot; Technical Certifications a plus (MCSA, CCNA, CompTIA, etc.).&middot; Proven experience in a technical support or help desk role.&middot; Strong knowledge of computer networking concepts, including DNS, VPN, and network troubleshooting.&middot; Familiarity with Mac OS environments is highly desirable.&middot; Proficient in using Active Directory for user management tasks.&middot; Excellent analytical skills to diagnose problems effectively.&middot; Strong customer service orientation with the ability to communicate technical information clearly to non-technical users.&middot; Ability to work independently as well as part of a team in a fast-paced environment.Job Type: Full-timeJob Type: Full-timePay: $25.00 - $30.00 per hourBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Parental leave</li><li>Professional development assistance</li><li>Vision insurance</li></ul>Experience:<ul><li>Software troubleshooting: 2 years (Required)</li><li>Computer networking: 2 years (Preferred)</li><li>Computer hardware: 2 years (Preferred)</li></ul>Willingness to travel:<ul><li>25% (Preferred)</li></ul>Work Location: In person

Service Desk Analyst

Join Acorn Technology Services and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Acorn Technology Services

About Company

Technical Account Manager

Service Desk Analyst