Technical Account Manager

Overview

Next Step Innovation is hiring a Technical Account Manager (TAM) to champion standards and best practices across our client base. This is not a traditional Tier 2 support role. As a TAM, you’ll spend up to four days per week onsite with clients throughout Mississippi and Arkansas, with one day dedicated to collaboration with our Clinton, MS team (in-office or remote).

Your mission: evaluate, align, and enhance client environments against proven industry standards. You’ll help ensure our clients’ IT ecosystems are secure, scalable, and proactive—moving them away from reactive support models. This role is ideal for a technically strong professional who enjoys building relationships, applying best practices, and is comfortable with regular travel.

Key Responsibilities

Client Alignment & Standards

• Perform recurring technical assessments using Next Step Innovation’s alignment framework.
• Identify gaps in standards and develop actionable remediation roadmaps.
• Advocate for best practices, translating technical concepts into clear business value for clients.

Technical Troubleshooting & Guidance

• Resolve Level 2 issues across onsite, remote, and phone-based support.
• Partner with clients to optimize Microsoft, networking, and security environments.
• Collaborate with Service Desk, Projects, and vCIO teams to deliver cohesive IT outcomes.

Documentation & Process Discipline

• Maintain thorough, accurate documentation of assessments and remediation activities.
• Reduce reactive support needs by proactively identifying and mitigating risks.
• Adhere to NSI standard operating procedures while contributing to ongoing process improvements.

Requirements

Experience

• 5 years in IT; MSP experience strongly preferred.

Technical Expertise

• Microsoft 365, Azure AD, Windows 10/11, and Windows Server 2019/2022.
• Solid networking fundamentals (routers, switches, firewalls).
• Experience with ticketing and documentation systems.

Professional Traits

• Strong communicator who can translate technical concepts for non-technical audiences.
• Relationship-focused with a client-first approach.
• Proactive, detail-oriented, and self-driven.
• Business-minded, with an understanding of how technology impacts operations.

Logistics

• Valid driver’s license, reliable transportation, and willingness to travel extensively across North Mississippi and East Arkansas.

Why Join Next Step Innovation?

We go beyond break/fix support. As a leading MSP, we help organizations succeed by aligning their technology with proven standards. In this role, you’ll grow both technically and professionally while serving as a trusted advisor to our clients. We offer a collaborative team environment, ongoing training, and the opportunity to lead meaningful improvements in the environments you manage.