Overview
This is not a traditional Tier 2 support role. As a TAM, you'll spend up to four days per week onsite with clients throughout Mississippi and Arkansas, with one day dedicated to collaboration with our Clinton, MS team (in-office or remote).
Your mission: evaluate, align, and enhance client environments against proven industry standards. You'll help ensure our clients' IT ecosystems are secure, scalable, and proactive-moving them away from reactive support models. This role is ideal for a technically strong professional who enjoys building relationships, applying best practices, and is comfortable with regular travel.
Key Responsibilities
Client Alignment & Standards
- Perform recurring technical assessments using Next Step Innovation's alignment framework.
- Identify gaps in standards and develop actionable remediation roadmaps.
- Advocate for best practices, translating technical concepts into clear business value for clients.
Technical Troubleshooting & Guidance
- Resolve Level 2 issues across onsite, remote, and phone-based support.
- Partner with clients to optimize Microsoft, networking, and security environments.
- Collaborate with Service Desk, Projects, and vCIO teams to deliver cohesive IT outcomes.
Documentation & Process Discipline
- Maintain thorough, accurate documentation of assessments and remediation activities.
- Reduce reactive support needs by proactively identifying and mitigating risks.
- Adhere to NSI standard operating procedures while contributing to ongoing process improvements.
Requirements
Experience
- 5+ years in IT; MSP experience strongly preferred.
Technical Expertise
- Microsoft 365, Azure AD, Windows 10/11, and Windows Server 2019/2022.
- Solid networking fundamentals (routers, switches, firewalls).
- Experience with ticketing and documentation systems.
Professional Traits
- Strong communicator who can translate technical concepts for non-technical audiences.
- Relationship-focused with a client-first approach.
- Proactive, detail-oriented, and self-driven.
- Business-minded, with an understanding of how technology impacts operations.
Logistics
- Valid driver's license, reliable transportation, and willingness to travel extensively across North Mississippi and East Arkansas.
We offer a collaborative team environment, ongoing training, and the opportunity to lead meaningful improvements in the environments you manage.
