What are the responsibilities and job description for the Technical Account Manager position at Recruitment Design?
Technical Account Manager
Location: Remote (New York Metro Area Preferred)
Salary: $100,000 - $130,000 plus benefits
About the Opportunity:
Our client, an established Managed Service Provider, is looking for a skilled Tier 2 Helpdesk Support Technician to join their team in the NYC Metro area.
This is a hybrid role offering flexibility, with a mix of on-site work at client locations across the New York Metro Region and remote work from home. If you thrive in a fast-paced MSP environment, enjoy complex problem-solving, and take pride in fixing issues at first point of contact, this could be the perfect next step in your career.
The Role:
As a Tier 2 Support Technician, you'll be the go-to escalation point for Tier 1 engineers, tackling more complex technical issues across servers, networks, cloud systems, and end-user devices. You'll work directly with clients to diagnose and resolve their IT challenges with a strong focus on first-time resolution.
When issues require additional expertise, you'll escalate appropriately to Tier 3, ensuring a smooth handover and clear communication throughout.
Key Responsibilities:
- Respond promptly to escalated support tickets via phone, email, and customer portal
- Troubleshoot and resolve complex issues relating to servers, networks, PCs, and cloud environments
- Handle escalations from Tier 1 technicians, including monitoring alerts
- Take full ownership of tickets from start to resolution, ensuring excellent client communication
- Document resolutions and update procedures to improve team knowledge
- Collaborate with team members to solve varied customer issues
- Travel to client sites across the NYC Metro area as required
- Escalate critical incidents or highly complex issues to Tier 3 when necessary
What You'll Bring
Essential Skills and Experience:
- Previous experience working within a Managed Service Provider (MSP) environment** – this is a must
- Minimum 12 months' experience supporting/managing:
- LAN/WAN environments
- Office365
- Network Operations Center (NOC) environments
- PSA and RMM tools
- Strong knowledge of Office365, Adobe tools, and Citrix
- A problem-solving, "fix-it-first-time" mentality
- Excellent communication and customer service skills
- Ability to work independently and collaboratively within a team
- Flexibility to work various shifts, including occasional weekends and holidays
Preferred Skills and Experience:
- Microsoft Windows Server (2012/2016/2019) and Active Directory
- Microsoft Exchange and SQL Server
- Strong understanding of DNS, DHCP, and TCP/IP
- VMware vSphere 6.5
- Backup technologies
- Security practices and policy frameworks
- Azure experience
Preferred Certifications:
- Microsoft certifications
- Cisco certifications (e.g., CCNA)
- VMware certifications
- Fortinet certifications (e.g., NSE)
- CompTIA Security
- An associate's degree is preferred; however, significant relevant industry experience will be considered.
Salary : $100,000 - $130,000