Technical Account Manager

Do you like working with exciting technology in a stimulating environment? Do you enjoy being around fun, intelligent people who know how to work hard? Do you like knowing your contribution and ideas matter? Then R Systems is the place for you.

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, 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.

R Systems Solutions Inc. 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
• Responsibilities include:
• 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.
• Handle Escalations when normal support processes are not meeting agreed upon expectations.
• Ability to maintain excellent customer service relations and deal effectively with telecom carrier Tier 1 & 2 technical support teams
• Be proactive in resolving customer issues and ability to ‘think outside the box’
• 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.
• Participate in the On-Call Rotation schedule.
• Exceed customer’s expectations; contribute to the overall success of Good Technology Technical Support
• Seamless project management through all phases of the customer relationship – coordinating with the customer, sales, technical resources, and support personnel
• Communicating regularly with the customer to evaluate satisfaction and proactively identify upcoming needs.
• Documenting bugs, writing up Knowledge Base articles, and capturing ideas that will improve our products and services
• Create Product Training Documentation for customer usage
• Flexibility to backup and support team mates who need assistance with
• Contribute to building overall success of Good Technology Technical Support
• Flexible with light travel
• Assess quarterly accomplishments / issues / trends and provide report to customer
• Experience in all Microsoft operating systems, Disaster Recovery, Redundancy, Clustering, and High Availability, 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, Lotus Notes, and Lotus Domino
• Knowledge of wireless carrier networks, as well as Smart Phones, Windows Mobile 6, Symbian, Palm, Blackberry, iPhone, Android and WebOS
• Experience in installing, diagnosing and troubleshooting server and client-related problems, such as performance problems, permissions issues and lockups.
• Demonstrated ability to work independently as a leader and as part of a team
• Demonstrated high level of judgment, advanced problem solving techniques, and technical writing skills.
• Helpdesk support experience including Tier 3 support levels.
• Intermediate-to-expert 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
• Energized by making customers happy and successful
• Ability to understand the customer better than they do, to anticipate future needs and help determine the ideal solution for issues
• A passion for collaboration and a deep understanding of technology deployment and life cycle in Enterprise environment
• Superior team organizer and leader, with the ability to coordinate with other departments / staff to reach resolution for customer
• Translator between business, technical, and sales people
• Excellent organizational, analytical and negotiation skills
• Phenomenal communication skills
• Drive to create success in a hopeless situation, through brilliant problem-solving, communication, and relentless persistence
• Able to perform well in the face of tight deadlines and tough technical and organizational challenges
• Steadfast, professional and calm in explosive situations
Educational Requirements:
• 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!
• Knowledge of wireless carrier networks, as well as Smart Phones, Windows Mobile 6, Symbian, Palm, iPhone/iPad, Android OS.
• Experience in installing, diagnosing and troubleshooting server and client-related problems, such as performance problems, permissions issues and lockups.
• Demonstrated ability to work independently and as part of a team
• Demonstrated high level of judgment, advanced problem solving techniques, and technical writing skills.
• Helpdesk support experience including Tier 3 support levels.

*We offer a competitive wage and benefit package, relaxed work environment, and management with a sense of humor.
*To ensure a safe working environment for its employees, R Systems requires all candidates for employment submit to a drug test, background and credit checks prior to employment

Contact: Dan Morgan
Email: GTTAM@rsystems.com

Email Cover Letter and Resume to GTTAM@rsystems.com