Senior IT Specialist & Account Lead

We are looking for a Senior IT Specialist who can bridge the gap between technical execution and client relationship management. In this hybrid role, you will not only serve as a high-level technical resource for our Dallas-based clients but also act as their primary Account Manager
.

The ideal candidate has 2–4+ years of experience and is comfortable moving from troubleshooting a complex network issue to sitting down with a business owner to discuss their IT roadmap. You will be responsible for ensuring technical excellence while maintaining high client satisfaction and retention.

• Advanced Troubleshooting: Serve as the primary escalation point for complex tickets involving Windows 11, Microsoft 365, and network infrastructure.
• On-site Engineering: Lead on-site client visits for hardware deployments, network installations (Ubiquiti/Uni Fi), and infrastructure troubleshooting.
• Mentorship: Provide technical guidance and “over-the-shoulder” training to junior IT staff to ensure service consistency.
• Relationship Management: Act as the dedicated point of contact for a portfolio of clients.
• IT Consulting: Consult with clients to understand their business goals and recommend technology solutions (hardware refreshes, cloud migrations, security upgrades) that align with their budget.
• Onboarding & Documentation: Participate in the technical onboarding of new clients, ensuring their environments are fully documented and meet our company standards.

• Ticketing & Billing: Maintain meticulous records in our ticketing system, ensuring all time is tracked accurately for client billing and reporting.
• Customer Advocacy: Act as the “voice of the customer” internally to help improve our service offerings and response times.

• Experience
  • 2–4+ years of IT support experience
    , ideally within a Managed Service Provider (MSP) environment.
  • Proven experience in a client-facing or account management capacity where you were responsible for client satisfaction.
  • Strong proficiency with Windows 11
    , Microsoft 365 administration
    , and Printers/Peripherals
    .
• Technical Skills
  • Hands‑on experience with Ubiquiti/Uni Fi products (Firewalls, Switches, APs).
  • Experience with network cabling, rack mounting, and physical infrastructure setup.
  • Familiarity with RMM (Remote Monitoring & Management) and PSA (Professional Services Automation) tools.
• Soft Skills
  • Consultative Mindset: Ability to explain technical concepts to non‑technical business owners and influence their IT decisions.
  • Exceptional Communication: Strong written and verbal skills are a must for both technical documentation and client presentations.
  • Proactive Problem Solver: You don’t just wait for tickets; you look for ways to improve the client’s environment before problems arise.
• Logistics & Certifications
  • Valid driver’s license and the ability to travel to clients across the Dallas area as needed.
  • Any IT certifications (CompTIA, Microsoft, etc.) are a significant plus.
  • Must be able to lift up to 50 lbs (for equipment mounting and installations).
• 401(k) and 401(k) matching
• Paid time off and Parental leave
• Professional development assistance (we pay for your certifications!)
• Profit Sharing

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