Company Description
American Technology Services, Inc. (ATS), a leading Managed Services Provider (MSP), is seeking a Senior Consultant to join our Client Services division. This senior technical role is focused entirely on delivering expert IT support, solving complex technical challenges, and ensuring that clients' infrastructures are robust, secure, and scalable. As an MSP, ATS supports a range of clients, providing tailored IT solutions that address their specific needs, with a strong emphasis on service excellence and meeting service-level agreements (SLAs).
This role requires extensive experience in an MSP setting, managing multiple clients with diverse infrastructures, all while ensuring operational efficiency and security. There is no sales component to this role; the primary objective is to foster strong client relationships through technical expertise and reliable service delivery.
The majority of clients requiring onsite support are based in the DMV (Washington D.C., Maryland, Virginia) area, and local travel will be a key part of this role.
Job Description
MSP-Specific Responsibilities
- Client Environment Management: Provide ongoing support for a portfolio of clients, ensuring their IT environments are functioning optimally. This includes monitoring, troubleshooting, and resolving issues related to cloud infrastructure, networking, and security.
- Proactive IT Management & Monitoring: Use proactive monitoring tools to oversee client systems, identify potential issues early, and ensure maximum up time. Proactively address vulnerabilities and maintenance needs, always adhering to best practices.
- SLA Compliance & Reporting: Ensure all service delivery meets or exceeds the pre-agreed SLAs. Regularly track and report on system performance, issue resolution times, and other key metrics to the client.
- Security & Compliance: Implement, monitor, and maintain security protocols for all clients. This includes managing firewalls, VPNs, endpoint security, and conducting vulnerability assessments. Ensure that clients' systems comply with relevant regulatory frameworks and security standards.
- Disaster Recovery & Backup Solutions: Implement and manage disaster recovery and business continuity strategies for clients, ensuring that their data is safe and recoverable in case of an incident.
Essential Duties and Responsibilities
- Onsite Client Support: Provide dedicated onsite support to clients in the DMV area, troubleshooting and resolving network, server, and cloud-related issues.
- Infrastructure Management: Manage client infrastructure projects, including migrations, refreshes, and upgrades, ensuring minimal disruption to business operations.
- Proactive System Monitoring: Monitor client systems proactively, implementing solutions to avoid disruptions and ensuring security and reliability.
- SLA Management & Reporting: Ensure compliance with service-level agreements (SLAs), providing regular updates to clients on system health, issue resolution, and performance metrics.
- Security Maintenance: Continuously assess and improve security systems, ensuring client data is protected and compliance requirements are met.
- Client Documentation: Maintain detailed documentation of each client’s IT infrastructure, including configurations, procedures, and maintenance schedules.
- Additional requirements may exist if offer of employment is extended.
Qualifications
Primary Technologies We Use
- Microsoft Azure and other cloud IaaS solutions for scalable infrastructure
- Routers & routing protocols, particularly Cisco / Meraki, for secure and optimized network setups
- Firewalls, VPNs, and remote access solutions for secure network management
- VMware for virtualization and efficient resource management
- Microsoft 365, Azure, Linux for client productivity and collaboration tools
- Dell and HP Workstation/Server Hardware for reliable, high-performance systems
Additional Information
Education and Experience
- Bachelor’s degree in IT, Computer Science, or a related field with 5+ years of relevant experience
- Extensive experience in an MSP environment, managing diverse IT infrastructures and ensuring the highest levels of client satisfaction
- Proficiency in cloud platforms (Azure, AWS), enterprise networks (Cisco, Meraki), and cybersecurity solutions
- Certifications in Microsoft, Cisco, VMware, or other relevant technologies are preferred
Proven track record in managing IT services for multiple clients while meeting or exceeding SLAs