Technical Account Manager - Dell server experience

Technical Account Manager (NERC Resident)
Location: Lawrence Berkeley National Laboratory
Hours: Standard business hours (8:00 AM – 5:00 PM), with occasional evening or weekend work as required

Position Overview

The Technical Account Manager (TAM) will serve as an on-site technical liaison at Lawrence Berkeley National Laboratory, responsible for managing the uptime, performance, and incident resolution of Dell server infrastructure. Acting as the primary technical advocate and point of contact, the TAM ensures operational excellence, proactive issue management, and customer satisfaction.

This position operates within a collaborative team environment, partnering closely with three peer TAMs to support mission-critical infrastructure and uphold the highest standards of system availability.

Salary: 140-150K (pending experience)

Key Responsibilities

• Serve as the on-site technical owner for Dell infrastructure, supporting warranty service activities and resolving IT incidents on managed assets.
• Proactively identify and mitigate potential system issues to ensure high availability and performance.
• Perform diagnostic evaluations and hardware repairs as required.
• Support the dispatch, delivery, installation, and return of parts.
• Deliver and assist with software updates (Applications, Firmware, BIOS, Drivers, and Diagnostics).
• Maintain and manage incident tickets—open, update, monitor, report, and close as needed.
• Provide input to the Lead TAM regarding account status, service activities, lifecycle management, and recommendations for risk mitigation.
• Act as the voice for technical issues to customer leadership and supervisors, ensuring clear communication and timely resolution.
• Support Dell hardware infrastructure integrated with the VAST storage solution.

Requirements:
• Strong experience with Dell server platforms and enterprise hardware support.
• Solid Linux administration and troubleshooting background.
• Proven leadership, communication, and customer-facing skills.
• Experience in incident ownership, service delivery, or account management roles within an enterprise IT environment.
• Ability to work effectively in a collaborative, high-availability team supporting 24x7x365 operations.
• Willingness to occasionally work nights or weekends for planned maintenance or urgent issues.

Preferred Experience

• Prior experience in a Technical Account Manager (TAM) or similar role supporting enterprise environments.
• Familiarity with VAST storage solutions (training access will be provided).
• Background in data center or research lab environments is a plus

Benefits:
Our comprehensive benefits package for full-time salaried employees is effective immediately upon the start date. Benefits include comprehensive PPO medical coverage with access to a Health Savings Account (HSA) option, a vision plan, and dental insurance with the base dental plan option paid for by PGTEK. Life Insurance, Short and Long-Term disability, and Critical Illness insurance have premiums covered. Additionally, PGTEK offers a matching 401(k) plan and a discount on pet insurance through ASPCA Pet Insurance. An Employee Assistance Program is available at no cost to all employees. PGTEK offers a generous amount of PTO and Holidays, and an Education Assistance Program is available after 12 months of employment.

ABOUT PGTEK:

PGTEK is a true consulting organization dedicated to helping clients achieve their business and technology objectives utilizing our decades of experience and business relationships. PGTEK invests in the educational advancements of our staff by providing the necessary resources to complete Professional and Business Certifications. Our company is our people, and we treat them like family.

EOE, including disability/veterans