Technical Implementation Manager
Job details
The Opportunity:We have an exciting position available for a Technical Implementation Manager in the APAC Professional Services organization, located in our Sydney office. Reporting to the local Manager of Implementation Services, you will be part of a smart, engaged and forward-thinking team responsible for managing and optimizing the implementation, onboarding, and partner consulting experience, across our business continuity and security product sets.Does This Describe You?You love a technical challenge, are passionate about delivering first class customer delivery and thrive in an environment that supports, optimizes and guides the partner experience.A Look Inside the Job:Lead our partners through their onboarding experience with Datto's BCDR and Networking and Security portfolio.Serve as the primary point of contact throughout the entire implementation process.Manage multiple partner implementation projects while providing both high-level and detailed business process consulting.Conduct assessment of partner needs, explain the product features and functionality, and how it relates to the business. Provide best practices for device/system setup to prevent unnecessary support requests.Define product specifications for the partner and end-users' installation.Respond to partner inquiries and direct the resolution of outstanding issues.Review partner device fleets, identifying issues and providing best practice improvements.Monitor partner use and adoption of the software throughout the implementations.Seek opportunities to sell additional devices or professional services and help scope implementation and professional services engagements pre-sales.About You:Demonstrated experience in a Technical Support or Consulting environment.Excellent customer service and communication skillsAbility to manage several complex customer engagements simultaneously.Demonstrated ability to stay up to date with new feature releases and stay aware of common problem cases.Demonstrated track record of being a resident Subject Matter Expert or Technical Trainer with complex platforms.3-5 years implementation experience with similar productsBA/BS in Business, Information Technology, or related field, or equivalent experienceTechnical:Strong technical aptitude, with an understanding of BCDR and networking softwareExperience with Desktop/Server OS and applicationsCore understanding of Linux based systems.Knowledge of general IT infrastructure, Networking, Windows Server and Cisco technologies, Active Directory, Virtualization, Linux, etc.Knowledge and familiarity with common Windows boot failure (BSOD) troubleshootingKnowledge of Virtualization technologies, VLAN's, IPSec Tunnels, OpenVPN, and familiarities with Hypervisor Virtual Machine configuration and Virtual Disk Image formats such as VHD(x) and VMDK filesBonus: Familiarity with Disaster Recovery procedures and planningBonus: Familiar with network filesharing protocols such as Samba, iSCSI, SFTP etc.Bonus: Awareness of VSS writer backup technology
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