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Technical Account Manager

Michael Page CA

This is a Contract position in Mississauga, ON posted November 29, 2021.

The Technical Account Manager, Executive Support (TAM – Exec) is a high visibility role that will support the owner, family office staff, and selected family members for all IT and related systems. Working directly with these individuals, the successful candidate will act as a trusted advisor and customer advocate using their expert technical knowledge and experience to research, anticipate, identify and address/execute on technical concerns related to their accounts across multiple properties. The incumbent in this role will directly manage “mission-critical” support escalations and will be responsible for working with key customer contacts at multiple levels ranging from technical & administrative to the owner directly. Discretion and complete confidentiality, as well as ensuring that all information is handled in a professional and secure manner is essential to this role. This position requires travel and work outside of traditional office hours.Responsibilities:* Provide exemplary customer service and exercise good judgement, within established procedures and policies, to resolve client IT issues in a satisfactory manner* Identify continuous improvement opportunities by leveraging in-depth knowledge of end users and optimal cross-industry practices* Own the technical relationship with the customer and ensure that both their short and long-term needs are known internally to the IT department to properly align strategic planning* Triage issues and service requests via phone, text, and e-mail* Apply strong organisational and administrative skills to quickly identify problems and ensure user expectations are reliably and appropriately set and addressed in a timely fashion* Analyse, evaluate and solve problems of a difficult process or technical nature, ideally upon first contact; ensure the client is kept fully up to date on outstanding issues* Carry out special projects as allocated by the business executive and conduct the necessary research and analysis required* Works closely and effectively with the business executive to manage the multiple PC systems and mobile devices at various remote locations* Manage the business executive’s network connections at various remote locations including internet services, phone services, wireless networks, VPN connections, etc.* Support additional IT related tasks on an ad hoc basis, dependent upon workload capacityMPI does not discriminate on the basis of race, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, or based on an individual’s status in any group or class otherwise protected under applicable human rights legislation. MPI encourages applications from minorities, women, the disabled and all other qualified applicants* College diploma or university degree in business or information systems required* Between seven to ten years of experience supporting prominent business executives and their family members, IT infrastructure at private properties and business offices, as well as supporting executive support staff is required* Understanding and experience, interest and comfort with Home Automation and related emerging technologies from consumer DIY to more robust whole home systems is required.* Must have experience managing support calls, emails and texts from Executive end users in an efficient manner to troubleshoot IT incidents, problems, root cause analysis and providing workarounds and solutions often with minimal direction and being remote.* Must have knowledge and experience in managing complex LAN and WAN technologies, including firewalls and security appliances onsite and hosted.* Exemplary customer service and relationship management skills with a high degree of professional maturity* Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response* Excellent communication (verbal and written) and interpersonal skills suitable for a diverse audience, with the ability to communicate in a positive, friendly and effective manner with ‘technical’ or ‘non-technical’ users/ customers* Demonstrated ability to use tact and diplomacy when dealing with various users and customers* Ability to quickly define complex and ambiguous problems, pinpoint key issues and implications, and develop workable solutions using sound strategic judgement.* Track record of consistently delivering professional, accurate high-quality work against tight deadlines, even at a very detailed level in a fast paced environment* Effective negotiation skills, with the ability to influence and facilitate collaboration between stakeholders with differing opinions* Demonstrated ability to learn new skills and ideas quickly, assimilate complex information, and apply knowledge gained to a new setting;* Demonstrated ability to think conceptually, demonstrating creativity and innovation; keeps pace with new trends in IT.* Technical skills in Windows (XP/7/8/10, Windows Server 2008/2012, Mac OS), Microsoft Office (Outlook, Word, Excel, and Power Point), Adobe Acrobat, Apple (iPhone, iPad, iOS), Ecobee, Lutron, Nest, Ring or similar* ITIL Foundations Certification an asset* ACiT (Apple Certified iOS Technician) designation preferred* Must be able to travel within Canada and the United States with valid travel documents and a driver’s license;* Must be flexible to work hours outside of a normal business schedule (evenings and/or weekends on an ad hoc basis).Our client is a reputable developer with a lot of experience in residential construction.competitive salary with benefits