Technical Account Specialist

Technical Account Specialist 

TAS’s provide the day-to-day administrative and technical support for both the TA’s and AM’s. The role is designed to familiarize the individual with their assigned client accounts, and to enable TA’s and AM’s to focus on where they deliver the most value. 

The individual in this role should be able to stand in for an AM in the event of their absence. Success in this role means that our TA’s and AM’s aren't getting bogged down doing routine administrative tasks. This might mean anything from synthesizing a long ticket history into a digestible bit of information for an AM, or physically visiting a client site to ensure our physical inventory is accurate.

Technical Account Specialist Objectives & Responsibilities: 

OBJECTIVE: Ensure team cohesion and accountability to achieve objectives including: 

• Support Account Managers 
  • Provide accurate accounting of tickets, inventories, assets, or other client information to AMs as required. Actively ensure client assets and user information is accurate in DeepNet internal systems
  • Handle routine client communications (e.g., status requests) and follow up with internal and external stakeholders and delivery teams to ensure objectives are being met. 
  • Execute action items (e.g., removing devices, creating tickets for license adjustments, installing systems on devices, getting estimates, double-checking deployments, misc. client requests regarding their accounts, etc.) 
• Support Technical Advisors 
  • Get hands on with client infrastructure to provide necessary information to the TA. This might include auditing physical infrastructure or using tooling to provide reports. 
  • Research and provide synthesis of technical documentation or systems to facilitate TA advisory processes (e.g., research all the types of software that do X and provide a report).
• Review, track and maintain schedule for upcoming upgrades and renewals and communicate with the AM and TA on the following: 
  • Network and server upgrades 
  • Warranty expiration dates 
  • Security upgrades 
  • License/UPS renewals 
  • Contract renewals (Comcast, Sonic, etc.) 
• Support Service Delivery Teams 

  
  

  • Provide support to service delivery teams when handling time-sensitive matters (e.g., user offboarding, license renewals, etc.), coordinating with external vendors and third parties, or client stakeholders. 
  • Reconciling information between disparate systems in the absence of better tooling, bonus points if one provides the tooling. 
  • Ensure documentation is current, complete, and accurate. 
  • Ensure UEP’s and deployments are completed accurately and timely

Competencies for Success:  

Required Skills / Abilities: 

• Strong ability to prioritize multiple simultaneous tasks: Multitasking is a combination of tasks. You break each task down into smaller tasks and set them into a priority sequence.
• Advanced Troubleshooting and Remediation: For issues described above, Engineer is able to successfully remediate without Infrastructure intervention (unless restricted due to platform access)
• Basic circuit troubleshooting, ISP engagement; at ease with RMA initiation.
• Demonstrates Understanding of Physical Networking Concepts: Can Create Basic Visio Network Diagram.
• Deployment Scheduling: Able to align anticipated pipeline for receivables, inventory call scheduling, and deployment dates in a timely manner
• Desktop Update Management: Engineer can perform workstation updates manually with little to no assistance. Engineer can isolate problematic update(s) and roll back update to resolve issues. Engineer can identify software issues caused by incompatible updates.
• Effective and concise verbal and written communication: Effective communication examples can be stated as active listening, giving and taking feedback, empathy, and respectfulness, responding to messages, having volume and clarity in messages, understanding non-verbal data, building friendliness and confidence, adapting your communication style to the audience, and so on.
• Intermediate Desktop Troubleshooting: Engineer is able to identify damaged or incompatible device hardware and can initiate RMA processes as required by vendors.
• Local Desktop Printer/Scanner Installation: Engineer can successfully assist with the implementation of new local printer/multifunction devices including scan to folder capabilities.
• Network Device Deployment: Engineer can physically install Firewalls, Switches, Access Points, Routers and UPS Batteries into Infrastructure (server racks or other network storage facilities), complete aesthetically clean wired connections between devices, and test to confirm all network resources are available and performing as expected.
• New Customer Onboarding: Engineer can successfully deploy DeepNet tools on all customer workstations and servers including Datto and ScreenConnect, photogragh and document network device details including Firewalls, Switches, Access Points, Routers and UPS Batteries in proper DeepNet standard locations within ITGlue and Sharepoint (photo repository), document any telephony needs, and discuss any painpoints with customers while completing the initial walkthrough, and present findings/feedback to Advisory and Infrastructure Teams
• Onsite Remediation Scheduling: Able to assign work based on urgency to available Field Team Engineering Resources to meet/exceed client expectations
• Proficiency with productivity tools: (Microsoft suite, Zoom, Calendly, Slack, etc.) Expert (recognized authority)
• Quoting - Desktop Endpoint and peripheral recommendation: Able to provide recommendations for new hire and lifecycle replacement workstation end-poiints in alignment with DeepNet or Client Specific standards and user application demand for ideal performance.
• Strong project management, multitasking, and decision-making skills: Effective prioritization, communication, and delegation skills to organize and order tasks and communicate goals, updates, and schedules.

Physical Requirements: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, you will be regularly required to:

• Communicate information and ideas so others will understand. Must be able to  exchange accurate information in these situations. 
• Constantly operate a computer and other office productivity machinery, such as a  calculator, copy machine, and computer printer. 
• Observe details at close range (within a few feet of the observer) 
• Frequently moves objects weighing up to 50 pounds across office for various needs. 
• Operate a personal vehicle with a valid Driver’s license and insurance 

If you require a reasonable accommodation in the employee selection process, please direct your inquiries to your interviewer.

Benefits: DeepNet strives to foster a thriving workplace culture by providing benefits beyond base compensation. Not only do we offer a health/dental/vision plan, but we cover 75% of the base plan cost for employees; 50% for spouse / domestic partner and 25% for dependents as well Some of the other benefits currently offered are:

• Unlimited Planned Vacation & Extended Leave
• Flexible Spending Account
• Health Savings Account contribution
• Life Insurance
• Retirement Plan
• Flexible Work Arrangements
• Health and Wellness Stipend
• Remote Stipend

EEO:

DeepNet is an equal opportunity employer, and we welcome applications from those who contribute to our diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, mental, or physical disability, age, sexual orientation, gender identity, national origin, familial status, veteran status, or genetic information. DeepNet is committed to providing access, equal opportunity, and reasonable accommodation for all individuals in employment practices, services, programs, and activities.

FCO:

Pursuant to the San Francisco Fair Chance Ordinance, DeepNet will consider for employment qualified applicants with arrest and conviction records.