Technology Alignment Engineer (TAE)

M3 Networks•Southlake, TX

About The Position

The Technology Alignment Engineer (TAE) is pivotal in reducing reactive service demands, such as ticket volume and resolution times, creating a more efficient environment for both clients and the MSP. Through meticulous technology benchmarking, the TAE ensures client technologies adhere to industry and MSP standards, thereby minimizing downtime and preventing outages. This role is also critical in identifying professional service revenue opportunities, driving enhancements in system performance and security. Furthermore, the TAE manages all client technology documentation and SOPs, providing essential knowledge support to the team and reinforcing a commitment to service excellence. Specialized TAE Roles Onsite TAE (oTAE) Represent the company onsite, maintaining relationships with client contacts and executives. Review critical scorecards and compile information requested by other teams. Remote TAE (rTAE) Work remotely, conducting in-depth benchmarking. Seamlessly collaborate with oTAEs and vCIOs for comprehensive client support. Senior TAE Additional Responsibilities Leadership: Chair the Standards Committee meeting and lead new hire training. Scheduling & Planning: Manage the TAE visit schedule and engage in team capacity planning. Oversight: Oversee KPI reporting, monitor scorecard completion, and implement course corrections. Collaboration: Conduct weekly meetings with vCIOs to share findings and participate in the Weekly NAP Team Meeting. Development: Provide ongoing coaching and conduct 1:1 meetings with TAE team members. Onboarding: Lead new client onboarding tasks.

Requirements

Technical Proficiency: Expertise in relevant technologies with ongoing learning.
Organization: Strong organizational, coordination, and multitasking skills.
Communication: Advanced skills for effective client and team engagement.
Strategic Mindset: Client-focused approach for business needs alignment.
Bachelor's degree or equivalent experience in a relevant field.
Essential business acumen and strong communication skills.
Process Adherence: Follow established TAE team documented processes and workflows.
Documentation Integrity: Ensure documentation and processes are up to date.
Benchmarking Completion: Complete reviews and scorecards based on the set schedule.
Service Ratio: Achieve a 90% proactive / 10% reactive service ratio on scheduled service days.
Utilization: Maintain 100% Effective Utilization (accurate logging) and Agreement Utilization > 95% .
Ticket Management: Manage assignments according to priority and age.

Nice To Haves

CompTIA Network+ or Security+ certification preferred.
CISSP certification preferred.
Training in Six Sigma.
Experience in compliance, auditing, and team management.
Proven track record of achieving organizational goals and high employee satisfaction.

Responsibilities

Proactive Reviews: Perform scheduled proactive reviews of assigned client environments.
Benchmarking: Utilize specialized tools for benchmarking client infrastructures.
Risk Management: Identify risks linked to outdated or misconfigured systems.
Efficiency Metrics: Drive down Tickets per Endpoint per Month (TPE/M) and average resolution time.
Documentation: Develop and manage the technical documentation and SOP library.
Knowledge Base: Build and maintain deep knowledge of client technologies.
Service Balance: Provide minimal reactive work during onsite proactive visits.
Team Participation: Participate in the Noise Abatement Process (NAP) weekly meeting.
Culture: Exhibit company core values and enhance organizational culture.
Onsite TAE (oTAE) Represent the company onsite, maintaining relationships with client contacts and executives. Review critical scorecards and compile information requested by other teams.
Remote TAE (rTAE) Work remotely, conducting in-depth benchmarking. Seamlessly collaborate with oTAEs and vCIOs for comprehensive client support.
Senior TAE Leadership: Chair the Standards Committee meeting and lead new hire training.
Senior TAE Scheduling & Planning: Manage the TAE visit schedule and engage in team capacity planning.
Senior TAE Oversight: Oversee KPI reporting, monitor scorecard completion, and implement course corrections.
Senior TAE Collaboration: Conduct weekly meetings with vCIOs to share findings and participate in the Weekly NAP Team Meeting.
Senior TAE Development: Provide ongoing coaching and conduct 1:1 meetings with TAE team members.
Senior TAE Onboarding: Lead new client onboarding tasks.