Role Summary
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.
Key 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- Risk Management: Identify risks linked to outdated or misconfigured systems.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.
- Represent the company onsite, maintaining relationships with client contacts and executives.
- Review critical scorecards and compile information requested by other teams.
- Work remotely, conducting in-depth benchmarking.
- Seamlessly collaborate with oTAEs and vCIOs for comprehensive client support.
- 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.
- 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.
- 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.
- CompTIA Network+ or Security+ certification preferred.
- Essential business acumen and strong communication skills.
- 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.
- TAEs report directly to the Senior TAE Team Lead.
- Senior TAE Team Lead reports to the Operations Manager.
Top Skills
What We Do
M3 Networks provides courageous, reliable IT that is done differently. We believe in a holistic approach to managed IT services giving you peace of mind. Contact M3 Networks to help you with your IT, cyber security and network support needs. Let’s chat about your current IT, your goals for the future and how M3 Networks can help you get to the next level. Our CORE VALUES below have allowed us to grow tremendously without sacrificing quality or personal touch: SERVICE FIRST – we are a customer service company first. We always go the extra mile to serve our clients and our community. BE ACCOUNTABLE – we are responsible for our successes and for the success of our clients. ALWAYS PROACTIVE – we provide communication and technology that is always proactive. ALWAYS OPTIMISTIC – we not only bring only knowledge but compassion and optimism to all challenges. Give us a call at 817-756-8716, we are always eager to solve a challenge, provide a helping hand or a listening ear. M3 Networks is always looking for ways to serve our community. If you have a church, a charity or a non-profit board that needs local volunteers please feel free to reach out.
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