Technical Account Manager at Kontak Recruitment

• A specialist managed services provider, supporting a portfolio of business clients across Microsoft-based technology environments. The team is technically capable, commercially grounded, and focused on delivering consistent, high-quality service to clients who depend on their IT infrastructure daily.
• This is a business that invests in process, documentation, and the kind of operational rigour that allows technical teams to scale without losing quality.
• This role sits squarely at the intersection of technical operations and client management. You will be the person clients rely on to understand their environment, guide them through onboarding, and keep things moving when escalations arise. Internally, you will contribute to the tools and processes that keep the business running, from RMM platforms and system integrations through to pre-sales scoping and vendor compliance.
• If you thrive when no two days look the same and you enjoy being the bridge between what IT does and what clients actually need, this one is worth a closer look.

Minimum Requirements

• Working knowledge of Microsoft 365
• Identity and Access Management
• Microsoft Azure at a basic to intermediate level
• Understanding of networking fundamentals including TCP/IP, DNS, VPN, and firewalls
• Comfortable working across Windows and macOS environments Experience with IT Service Management and ticketing systems
• Familiarity with RMM tools and MSP operational workflows
• Understanding of licensing models, vendor relationships, and reseller agreements
• Strong verbal and written communication skills
• Direct experience engaging with clients or business stakeholders
• Ability to explain technical concepts clearly to non-technical audiences Escalation management experience

Key Responsibilities

• Manage technical account tasks, including customer audits and onboarding documentation.
• Maintain and improve internal systems, including RMM platforms, documentation tools, and integrations.
• Assist with pre-sales proposals for standard Microsoft and cloud-based solutions.
• Support vendor relationships for renewals, licensing compliance, and reseller agreements.
• Contribute to governance and process improvement initiatives across the business.
• Handle client escalations professionally and see issues through to resolution.
• Maintain and enhance the internal knowledge base.
• Map and document business processes to support operational consistency and team efficiency.