We are looking for a Senior IT Specialist who can bridge the gap between technical execution and client relationship management. In this hybrid role, you will not only serve as a high-level technical resource for our Dallas-based clients but also act as their primary Account Manager.
The ideal candidate has 2–4+ years of experience and is comfortable moving from troubleshooting a complex network issue to sitting down with a business owner to discuss their IT roadmap. You will be responsible for ensuring technical excellence while maintaining high client satisfaction and retention.
Key Responsibilities
Technical Leadership & Support
- Advanced Troubleshooting: Serve as the primary escalation point for complex tickets involving Windows 11, Microsoft 365, and network infrastructure.
- On-site Engineering: Lead on-site client visits for hardware deployments, network installations (Ubiquiti/UniFi), and infrastructure troubleshooting.
- Mentorship: Provide technical guidance and “over-the-shoulder” training to junior IT staff to ensure service consistency.
Account Management & Client Strategy
- Relationship Management: Act as the dedicated point of contact for a portfolio of clients.
- IT Consulting: Consult with clients to understand their business goals and recommend technology solutions (hardware refreshes, cloud migrations, security upgrades) that align with their budget.
- Onboarding & Documentation: Participate in the technical onboarding of new clients, ensuring their environments are fully documented and meet our company standards.
Operations & Communication
- Ticketing & Billing: Maintain meticulous records in our ticketing system, ensuring all time is tracked accurately for client billing and reporting.
- Customer Advocacy: Act as the “voice of the customer” internally to help improve our service offerings and response times.
Requirements
- Experience
- 2–4+ years of IT support experience, ideally within a Managed Service Provider (MSP) environment.
- Proven experience in a client-facing or account management capacity where you were responsible for client satisfaction.
- Strong proficiency with Windows 11, Microsoft 365 administration, and Printers/Peripherals.
- Technical Skills
- Hands-on experience with Ubiquiti/UniFi products (Firewalls, Switches, APs).
- Experience with network cabling, rack mounting, and physical infrastructure setup.
- Familiarity with RMM (Remote Monitoring & Management) and PSA (Professional Services Automation) tools.
- Soft Skills
- Consultative Mindset: Ability to explain technical concepts to non-technical business owners and influence their IT decisions.
- Exceptional Communication: Strong written and verbal skills are a must for both technical documentation and client presentations.
- Proactive Problem Solver: You don’t just wait for tickets; you look for ways to improve the client’s environment before problems arise.
- Logistics & Certifications
- Valid driver’s license and the ability to travel to clients across the Dallas area as needed.
- Any IT certifications (CompTIA, Microsoft, etc.) are a significant plus.
- Must be able to lift up to 50 lbs (for equipment mounting and installations).
Benefits
- 401(k) and 401(k) matching
- Paid time off and Parental leave
- Professional development assistance (we pay for your certifications!)
- Retirement plan
- Profit Sharing
