Technical Account Manager for Managed Service Provider

About this role

About the Role
If Ultron worked for an MSP, he'd probably be a Technical Account Manager.
Hear us out.
His whole thing was analyzing everything around him, identifying weaknesses, and becoming slightly obsessed when things weren't operating the way they should.
That's pretty much the job.
Except we're looking for significantly less world domination.
As a Technical Account Manager at Straight Edge Technology, you'll independently manage the technical alignment of assigned client environments. You'll go onsite, assess their technology against our standards, maintain accurate documentation, identify risks and gaps, and make sure the right people know what needs attention.
You'll also help us understand new client environments as they come onboard—figuring out what's there, what's missing, and what we need to know to support them.
This isn't a traditional Service Desk role. You're not waiting for something to break.
You're looking for the problem before it becomes a problem.
Scan. Analyze. Identify. Document. Improve. Repeat.
Basically Ultron.
Just...with better people skills.
The “Manager” in this title refers to managing the technical alignment of client environments. This is not a people-management position.
Requirements
What You'll Do
Technical Alignment & Client Audits

• Independently conduct scheduled onsite Technical Alignment visits.

• Evaluate client environments against established technical standards.

• Review networks, firewalls, switches, wireless, servers, endpoints, Microsoft 365, backups, security solutions, and other business-critical systems.

• Inspect network closets, server rooms, infrastructure, and technology assets.

• Identify aging technology, security concerns, configuration issues, documentation gaps, and other risks.

• Document findings and determine when something requires remediation, escalation, additional investigation, or project work.

• Track identified issues and verify their status during future reviews.
New Client Technical Discovery

• Assess new client technology environments during onboarding.

• Document networks, infrastructure, systems, vendors, assets, and other critical technology.

• Identify immediate risks, unsupported technology, security concerns, and documentation gaps.

• Establish an accurate technical baseline for the new environment.

• Communicate findings and escalate issues requiring deeper technical expertise.
Documentation & Collaboration

• Maintain accurate technical documentation for assigned clients.

• Keep network diagrams, system information, assets, configurations, vendors, and other technical records current.

• Share findings and recommendations with the appropriate internal teams.

• Provide technical context for remediation, projects, and future technology improvements.

• Follow up on identified items to help ensure they continue moving toward resolution.
Your job is to find it, understand it, document it, and get it in front of the right people.
You are not expected to personally fix every issue you uncover.
Who We're Looking For
We're looking for someone who is naturally curious and slightly bothered when technology doesn't make sense.
When you see an undocumented device, you want to know what it is.
When the documentation doesn't match reality, you fix it.
And when someone says:
“It's always been configured that way.”
Your natural response is:
“Okay...but why?”
You'll also need:

• 2+ years of hands-on IT support, systems administration, network support, or similar technical experience.

• Working knowledge of Microsoft 365 and Windows environments.

• Understanding of business networking, including switches, firewalls, wireless, and TCP/IP.

• Familiarity with servers, endpoints, backups, and cybersecurity fundamentals.

• Strong troubleshooting and problem-solving skills.

• Strong attention to detail and documentation skills.

• Ability to independently work through an unfamiliar technical environment.

• Ability to recognize when something needs to be escalated.

• Professional communication skills and comfort working directly with clients.

• Valid driver's license.
Previous MSP, IT assessment, onboarding, or Technical Alignment experience is a plus, but TruMethods experience is not required. We'll train you on our process and standards.
What Success Looks Like
You know your assigned client environments.
You find the outdated equipment, documentation gaps, security concerns, and technology risks before they turn into bigger problems.
You document what you find, communicate it clearly, and make sure the right people know what needs to happen next.
The result?
Better documentation. Fewer surprises. More standardized environments. Problems identified before they become emergencies.
No army of robots required.
Work Environment & Travel
This is a field + office position. You'll regularly travel independently to client locations for Technical Alignment visits, audits, and new client assessments, with the remainder of your time spent in the Straight Edge Technology office.
If you're the kind of IT person who can't leave an unexplained piece of technology alone, you might be exactly who we're looking for.

Benefits

• Competitive Pay

• Company subsidized medical, dental and vision insurance

• PTO

• Paid parental leave

• Company Retirement Plan

• Subsidized Gym Membership