TECHNICAL ACCOUNT MANAGER

Pro-active. Knowledgeable. Professional. These are some of the many ways our customers describe the excellent service PEER 1 provides. PEER 1 is a leading IT infrastructure provider to startups and small to mid-size businesses. We deliver highly scalable network and hosting solutions that allow customers to focus on the possibilities of the Internet, not the problems. As network innovators and customer service specialists, we are constantly growing and looking for exceptional people to join our dynamic team.

PLEASE READ JOB DESCRIPTION CAREFULLY BEFORE APPLYING

TECHNICAL ACCOUNT MANAGER

GENERAL SUMMARY
The Technical Account Manager serves as the customer escalation point and champion during crisis situations. Handles direct customer inquiries and performs system administration duties and is responsible for working ticket queues.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
The Technical Account Manager:

Performs administration of Unix/Linux and/or Microsoft/IIS based machines in a large multi-domain environment.

Performs functions such as re-boot/shutdown a machine, add and remove user accounts, application support, use backup programs and verify disk integrity, maintain system database files (groups, hosts, aliases).

Troubleshoots or crisis-manages customer issues.

Handles incoming calls and trouble tickets from customers.

Installs and maintains operating systems on customer servers.

Installs and maintains production software on customer servers.

Performs problem diagnosis and resolution.

Works with customers on new products.

Basic account management (changes to contacts, address, billing information)

Ensures high customer satisfaction during the installation and support process.

MINIMUM QUALIFICATIONS

Excellent organization and follow-up skills

Excellent customer relation and communication skills

Must love to talk to customers and help them define business needs.

Ability to manage multiple activities/projects

Solid understanding of server/pc hardware.

Able to configure Windows, FreeBSD, Solaris, and/or various Linux O/S.

Knowledge of UNIX and/or Microsoft commands/utilities including but not limited to Apache or IIS, FTP, telnet, ssh, SMTP, POP, IMAP.

Familiarity with most basic system administration tools and processes.

Working knowledge of common TCP/IP protocols such as telnet, ssh, ftp, smtp.

Ability to troubleshoot complex problems for common TCP/IP protocols such as telnet, ssh, ftp, smtp, and named.

Ability to troubleshoot complex application-level problems independently.

Ability to work effectively with internal departmental members and peers from other departments.

Willingness to work with members or group to achieve common goal.

Must demonstrate the capacity and desire for continued, independent learning.