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Technical Account Manager/Systems Support Engineer
Technical Account Manager/Systems Support EngineerTTx • Cleveland, OH, US
Technical Account Manager / Systems Support Engineer

Technical Account Manager / Systems Support Engineer

TTx • Cleveland, OH, US
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Technical Account Manager / Systems Support Engineer

Join to apply for the Technical Account Manager / Systems Support Engineer role at TTx

At TTx, we believe that people matter . We deliver best-in-class IT solutions and services with a customer-first mindset, rooted in our core values and wondering on the client's behalf. As one of Northeast Ohio's premiere IT companies, we're looking for people who want to take ownership, build trust, and create meaningful impact for the customers we serve.

We're seeking a Technical Account Manager (TAM) to serve as a dedicated IT engineer for one of our valued clients. In this role, you'll be the bridge between people and technology -liaising directly with client leadership, end-users, TTx support engineers, and outside IT providers.

Think Of Yourself As Both Engineer And Advocate

  • You'll troubleshoot and resolve technical issues.
  • You'll ensure systems are healthy, secure, and aligned with best practices.
  • And most importantly, you'll build trusted relationships by communicating openly, acting quickly, and driving results.

Specific Responsibilities Include But Are Not Limited To

  • Provide Tier 1-2 technical assistance across client's IT systems and environment, including Microsoft 365, Dell, Datto, Proofpoint, Sentinel One, Huntress, Active Directory, SonicWall, Ruckus, and related platforms (Client and TTx).
  • Act as the dedicated engineering liaison between Client, TTx Client Support Engineers, and third-party IT providers for collaboration and escalation.
  • Manage incident tickets with urgency-resolving or escalating as appropriate-while ensuring timely communication and client satisfaction.
  • Monitor and maintain IT systems, perform routine maintenance, and proactively notify stakeholders of updates, downtime, or risks.
  • Support client projects, hardware / software rollouts, and lifecycle management initiatives as assigned.

    • Documentation & Standards

  • Accurately document incidents, resolutions, and client environments in ConnectWise and IT Boost.
  • Maintain up-to-date records of hardware / software inventory, change controls, and system health metrics.
  • Ensure account data and reporting are current in preparation for client vCIO and strategy meetings.
  • Contribute to and enforce TTx Standard Operating Procedures, operational standards, and best practices.

    • Communication & Advocacy

  • Provide consistent, proactive communication with Client leadership, end-users, TTx support teams, and external providers.
  • Deliver timely updates on ticket progress, system changes, maintenance windows, and project milestones.
  • Serve as the voice of Client inside TTx-raising issues, championing needs, and driving alignment.
  • Build trusted relationships with key stakeholders through transparency, responsiveness, and reliability.

    • Continuous Improvement & Leadership

  • Participate in client strategy sessions, kick-off calls, and project planning meetings.
  • Lead a team of dedicated service desk individuals.
  • Contribute to Client's IT roadmap by identifying risks, opportunities, and efficiencies.
  • Proactively learn emerging technologies and apply innovative solutions for client success.
  • Embody TTx's client-first values by anticipating needs and exceeding expectations.

    • Characteristics And Skills For Success

  • Alignment with TTx Core Values.
  • Solid experience supporting IT systems (M365, Active Directory, Dell, Datto, SonicWall, etc.).
  • Strong troubleshooting skills across servers, networks, storage, and security.
  • A people-first approach : you know how to build trust, communicate clearly, and manage expectations.
  • High attention to detail with strong documentation habits.
  • Ability to balance hands-on technical work with strategic advocacy.
  • Self-motivated, accountable, and proactive in solving problems.

    • Why TTx?

  • Impact : You'll be fully dedicated to one client, building relationships and making a tangible difference every day.
  • Ownership : You'll have the trust and freedom to take the ball and run with it.
  • Growth : We invest in learning, innovation, and professional development.
  • Culture : You'll be part of a team that values curiosity, accountability, and client success.

    • Salary : $50,000.00 - $75,000.00 per year

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    Technical Support Engineer • Cleveland, OH, US

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