Technical Account Manager-Technical Support Good Technology
THIS JOB HAS EXPIRED Description
Technical Account Manager
Virginia - Public Sector
11921 Freedom Drive
Reston, VA 20190
Apply to email@example.com
LICC1 Req #13155
Mobile technology is growing by leaps and bounds. Billions of dollars are being spent every year around the world by consumers and businesses alike on wireless phones and mobile applications. Supporting Good Technology?s public sector customers in Washington DC, we pride ourselves on being at the forefront of mobile innovation, accomplishing big things in a growing environment. Come join us to experience what we're all about.
Good Technology is seeking a Technical Account Manager that will be an escalation/designated point for high level premium customers. We are supporting an Enterprise solution for mobile messaging. The candidate will be expected to utilize their experience administering and supporting Microsoft Exchange to resolve complicated issues. RIM/BES/GOOD admin experience is also a big plus! This is a customer facing position where you work with several clients as a designated contact.
Keys to success:
Great communication skills
Ability to multi-task, good organization skills, persistence, patience, proactive, prioritization
Technical aptitude in resolving complex technical server and/or networking issues
Perform issue triage based on customer impact, support plan etc and quickly identify and react to serious issues. Represent customer by filing software bug reports and feature enhancements on their behalf.
Take total ownership of issues and drive them to closure
Understand the mission critical nature of supporting executives
Ensure Enterprise products are of highest quality by contributing feedback and working with internal teams such as Engineering, Sales, Product Management, and Operations, for fixes or areas of improvements
Ensure the key accounts for Enterprise product needs are met
Liaise and work closely with the Good Technology escalations team and communicate a sanitized version of datanext stepsstatus to Good Technology customers.
Be flexible to provide training at customer?s site on recurring or new Good products, as requested
Create Documentation and Knowledge Base articles on Good products for internal and external usage
Assist Sales and Sales Engineers on presale questions and Escalations
Create Product Training Documentation for customer usage
Assess quarterly accomplishments / issues / trends and provide report/s to customer
Experience in all Microsoft operating systems, Disaster Recovery, Redundancy, Clustering, and High Availability, at the administrator level
Knowledge and troubleshooting of wireless carrier networks, as well as Smart Phones, Windows Phone, Symbian, Palm, Blackberry, Ios, Android and WebOS
Experience in installing, diagnosing and troubleshooting server and client-related problems, such as performance problems, permissions issues and lockups
Helpdesk support experience including Tier 3 support levels
Knowledge of TCP/IP, DHCP, network connectivity and management, the OSI model, LAN/WAN understanding and administration experience is preferred
Understanding of software development process
A passion for collaboration and a deep understanding of technology deployment and life cycle in Enterprise environment
Translator between business, technical, and sales people
Able to perform well in the face of tight deadlines and tough technical and organizational challenges
Steadfast, professional and calm in stressful situations
Conduct regularly scheduled customer meetings to ensure all issues are resolved end-to-end.
Bachelors degree from an accredited college or university OR Technical Degree OR 4-5+ years related work-experience
Required Skills & Experience:
Experience in all Microsoft operating systems at the administrator level
Experience in MS System Administration, as well as different types of security software and hardware (firewalls, routers)
Intermediate-to-expert level knowledge of MS Exchange, Outlook, active Directory. Blackberry is also a plus!
Demonstrated ability to work independently and as part of a team
Demonstrated high level of judgment, advanced problem solving techniques, and technical writing skills Requisition # 13155
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THIS JOB HAS EXPIRED