Overview

Key Technologies

• Windows 11+
• Windows Server 2022+
• Apple Operating Systems
• Microsoft 365
• Microsoft Azure
• Microsoft Intune & Autopilot
• Microsoft Defender & Sentinel
• Microsoft Azure Virtual Desktop
• Microsoft Lighthouse & GDAP

Key Responsibilities

• Technical: 75%
• Project Management: 15%
• Leadership: 8%
• Special Requirements: 2%

Technical Responsibilities: 75%

• Customer Service & Communication
  • • External: - Act as primary liaison between clients and internal technical team.

• • • Internal: Utilize effective communication skills to properly inform and apprise the team of issues.
    • Language: Walk clients through the problem-solving process in plain language terms, on their tech level.
    • Ticketing: Ensure proper recording, documentation and closure of all client inquiries using online tools.
  • o Client Support
    • Daily: Conduct review of client monitoring and backups pertaining to tech projects, escalating issues as needed to CTO.
    • Remote: Perform daily technical client work remotely.
  • o Efficiency and Timeliness
    • Efficient Project Management: Work efficiently through your projects and tasks to ensure that deliverables are met in a timely manner, while also allowing for the unexpected without letting it derail other projects.
    • SLAs: Close support issues within Service Level Agreements – keeping us on time and budget.
  • o Tech Tools & Skills
    • Self-Directed Work: Self-assign tech work.
    • Quality: Troubleshoot and deliver accurate tech work.
    • Tools: Effectively utilize online tools: ZenDesk, Asana, OneNote and other tools as required.
    • Physical: Ability to move equipment and lift 50 lbs. as required.
    • Self-Directed Work: Self-drive continued learning activities including technical certifications as required.  
  • o Technical Documentation
    • Internal: Record and document tech processes into TurnPoint Tech Manual.
    • External: Record and document client environments to maintain current client technical documentation.
    • Self-Directed Documentation: Identify missing documentation, initiate, and complete supplemental documentation where needed.

Project Management Responsibilities: 15%

• Lead our standing engineering meeting (3x a week, with varying frequency during busy times).
• Assist with new client onboarding (from the potential new client assessment, TurnPoint Security Package, network and computer replacement projects, licensing migration, on-premises to cloud migrations, etc.)
• Organize daily activities based on the current projects and goals of the organization.
• Monitor projects and oversee all projects (even ones you are not directly responsible for) to ensure deliverables and goals are met.
• Work with senior management to revise plans for the team (including resource allocation).
• Ensure that team members have access to the necessary resources (hard and soft resources).
• Work with direct managers to ensure expectations and due dates are being met.
• Improve time efficiency and velocity of task completion across the team.

Leadership Responsibilities: 8%

• Exemplify and champion superior client communication and service.
• Emphasize quality, continuous improvement, and high performance.
• Enact and champion company policies.
• Balance support ticket threads, task execution, and project work for timely completion.
• Function as a customer success escalation resource (particularly in the 8AM – 11AM ET window).
• Adhere to workflow best practices: attention to detail, thoroughness and follow-through.
• Mentor and train the tech team, including project management, customer success, best practices, etc.

Special Position Requirements: 2%

• Obtain and maintain technical certifications as required. 
• Other duties as assigned.

Physical Demands & Work Environment

• Ability to move equipment and lift 50 lbs. as required.

Initial Performance Goals

• During your first 90 days, you will set five performance goals (OKRs) in Lattice and, where necessary, work with your manager and the Manager of Service Delivery to define how those goals are measured and tracked.
• Successfully manage and complete at least one client project and one client onboarding in the first six months with positive client feedback. There will be a discussion in the first 90 days about what constitutes a completed project and onboarding.

Summary
At TurnPoint, you'll be part of a team that values collaboration, innovation, and diverse perspectives. We believe in continuous learning and invest in the growth of our employees, including continuous growth and professional development.

Job Location
This is a remote role.

Equal Opportunity
TurnPoint is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.

Salary Range
Competitive salary commensurate with experience. The salary range for this role is ₹20LPA – 30LPA.

Application Process
Interested candidates should submit an application and complete the one-way video interview.