Overview

Synoptek

Synoptek provides information technology management services and support to organizations worldwide. We offer attainable solutions to manage and operate IT infrastructure using our advanced IT service management capabilities, automated toolsets, and skilled technologists. We are excited to have experienced continuous growth and in keeping with that momentum are seeking to add a Client Advisor to our talented team.

This is an amazing opportunity to work within the fastest growing nationwide Managed Services Provider in the nation. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into weekly BBQ’s, Waffle Wednesdays, company sponsored happy hours, random river diving and an invested culture of learning.

Responsibilities

Client Advisor

This role is responsible for the overall quality of service delivery for their assigned customers and for ensuring that superior levels of performance are achieved. You’ll proactively manage client systems and network infrastructure, while providing leadership and best practices to other team members. You’ll find yourself leading and delivering on interesting and complex projects, with many diverse and exciting clients.

This role will require a person with strong interpersonal skills and a demonstrated ability to build and maintain ongoing relationships in a liaison capacity with IT personnel (both internal and external) at all levels. We encourage you to learn and to use principles from ITIL and PMP, while working with your team to build and create best practices from your own personal experience and those of your teammates. 

Customer & Sales Management

• Act as primary point of contact/liaison for all designated clients, to include new projects, sales support, and issue resolution mediation.
• Act as a technology advisor to clients and engages the necessary team members to deliver consultative services.
• Responsible for internal/external communications for outages and new business initiatives.
• Participates in customer service delivery meetings and drives for continued improvement.
• Visit customers to gather feedback critical in establishing the veracity and impact of customer issues to determine how current Synoptek procedures affect established customer operations.
• Assist in the resolution of individual customer issues that fall outside the normal process and procedures.
• Manage client profitability, report metrics, and variance explanations.
• Conduct periodic reviews of delivered services and account billing activities to assure accuracy.

Operational Delivery

• Work to improve customer satisfaction by identifying issues that directly impact the customer. The incumbent must then partner with key contacts within Synoptek operations to determine the scope of the issue, resolution, and then assist in implementation of any procedural changes. Work with management and internal teams in issue remediation to assure SLA compliance.
• Create customer reporting to meet customer requirements.
• Ensure the identification, escalation, and communication for customer issues in service delivery performance.
• Verify and ensure that customer support documentation is accurate and maintained on a timely basis.
• Ensure that internal teams collaborate with customer teams to define scope, responsibility, and requirements for implementation for customer initiatives.
• Maintain a consistent high quality of work across all responsibilities.
• Promote and comply with Synoptek goals and values.

Qualifications

Minimum Requirements

• Degree in Business, Computer Science, Management Information Systems or equivalent
• Minimum 7-10 years’ experience in an IT service or delivery capacity
• Experience with Citrix implementations and operations
• Experience with Windows server, Active Directory, and a working knowledge of best practices tied to migrations, security, performance, hardware, networking, scripting and backup/recovery
• Experience with 3 or more of the following:
  • Citrix XenServer, XenDesktop, NetScaler, Branch Repeaters, Provisioning Server
  • Vmware vSphere ESX, VDI, and/or Microsoft Hyper-V
  • Windows XP/7/8 and Windows 2003/2008/2012
  • Citrix Xen App client and Windows Server 2008/2012 Terminal Services.
  • Exchange 2007/2010/2013 implementations & migrations

Preferred Qualifications

• Exceptional ability to clearly articulate technology topics within all levels of the IT department
• Exceptional verbal and written communication skills with a strong consultative presence and personality
• Demonstrable leadership skills and expertise
• Ability to influence change
• Excellent organizational, strategic/tactical planning and team management.
• Ability to observe, detect, identify and neutralize complex technical challenges and communicate resolutions in a clear, concise and complete manner.
• Work collaboratively with project managers, account managers, and customers in successfully planning, coordinating, delivering and closing IT projects.

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.