Senior Technical Account Manager / Systems Engineer – MSP & AI Solutions
About APC Integrated
APC Integrated is a Managed IT Services and technology solutions provider helping businesses manage, secure and transform their technology environments.
For more than two decades, APC Integrated has helped organizations leverage technology to improve productivity, security and business performance. Today, we are taking that mission further by actively embracing Artificial Intelligence, automation and intelligent business solutions as part of the next generation of Managed IT Services.
We believe AI is not simply another technology product—it is becoming an integral part of how businesses operate, communicate, automate processes and make decisions.
APC Integrated is looking for an experienced MSP professional who is equally comfortable sitting across the table from a business owner discussing technology strategy, cybersecurity and AI opportunities—and sitting in front of a firewall, server, Microsoft 365 tenant or network performing hands-on engineering work.
This is not a traditional Account Manager position and not a traditional Systems Engineer position. It is a hybrid role for someone who enjoys wearing multiple hats, taking ownership and becoming deeply involved in the technology and business success of our clients.
The Role
The Senior Technical Account Manager / Systems Engineer – MSP & AI Solutions will manage a portfolio of APC Integrated clients from both a business and technical perspective.
You will serve as the client's trusted technology advisor and virtual IT Manager while remaining actively involved in engineering, troubleshooting, implementations, migrations, projects, cybersecurity and emerging AI initiatives.
As APC Integrated continues to expand its AI capabilities, this individual will also help clients understand how technologies such as Microsoft Copilot, Generative AI, AI Agents and business process automation can be safely and practically incorporated into their organizations.
Key Responsibilities
Client & Account Management
- Serve as the primary technology relationship manager for assigned clients.
- Understand each client's business, infrastructure, applications, security posture and technology objectives.
- Act as a virtual IT Manager and trusted technology advisor.
- Conduct technology reviews, account meetings and strategic planning sessions.
- Develop and maintain client technology roadmaps.
- Identify technical risks and improvement opportunities.
- Coordinate with Help Desk, Engineering, Projects, Sales and Management.
- Manage client escalations and account health.
- Maintain strong client satisfaction and retention.
- Develop a strong understanding of each client's business processes—not simply their technology.
- Proactively identify opportunities where technology, automation or AI can improve the client's business.
Hands-On Engineering
The successful candidate will personally perform engineering work, including:
- Microsoft 365 migrations and administration.
- Microsoft Entra ID / Active Directory.
- Exchange Online migrations.
- Microsoft Intune and endpoint management.
- Server migrations and upgrades.
- Cloud infrastructure projects.
- Network design and troubleshooting.
- Firewall, switching, wireless and VPN implementations.
- Cybersecurity remediation.
- Backup and disaster-recovery solutions.
- Endpoint deployments.
- Tenant-to-tenant migrations.
- Infrastructure refresh projects.
- Complex technical escalations.
- On-site engineering when required.
The candidate should be capable of taking a project from:
Discovery → Design → Scope → Implementation → Documentation → Client Handoff
AI, Automation & Emerging Technology
APC Integrated is actively embracing Artificial Intelligence as an important component of the future of Managed IT Services.
The successful candidate does not need to be an AI developer or data scientist, but must have a strong interest in AI and a practical understanding of how AI technologies can be applied within small and mid-sized businesses.
Responsibilities will include:
- Develop a working understanding of Generative AI platforms and enterprise AI solutions.
- Understand Microsoft Copilot and its integration with Microsoft 365.
- Help clients identify practical AI use cases within their businesses.
- Identify repetitive business processes that may benefit from automation or AI.
- Participate in discussions regarding AI strategy and adoption.
- Assist clients in evaluating AI tools and solutions.
- Understand the importance of AI governance, data security, privacy and responsible AI usage.
- Help clients understand the security implications of employees using public AI platforms.
- Work with APC's AI and engineering resources to identify and implement AI solutions.
- Participate in AI-related client demonstrations, workshops and strategy discussions.
- Stay current with rapidly evolving AI capabilities and emerging technologies.
- Help APC Integrated incorporate AI internally to improve service delivery, documentation, engineering, customer experience and operational efficiency.
Experience with some of the following is beneficial:
- Microsoft Copilot / Microsoft 365 Copilot
- ChatGPT and enterprise Generative AI platforms
- Microsoft Copilot Studio
- Microsoft Power Automate
- Microsoft Power Platform
- AI Agents
- Workflow automation
- API integrations
- Business process automation
- AI governance and security
- Prompt engineering and effective business use of Generative AI
A willingness and ability to continually learn about AI is essential to this position.
Projects & Technical Leadership
- Scope and design technology projects.
- Develop technical recommendations and project requirements.
- Assist with estimates, proposals and bills of materials.
- Lead or execute infrastructure and migration projects.
- Review client environments against APC standards.
- Identify root causes and long-term solutions rather than temporary fixes.
- Mentor and assist other engineers and technicians.
- Maintain accurate technical documentation.
- Help establish technology standards and best practices across client environments.
- Assist APC management in evaluating emerging technologies.
Sales & Account Growth
This is not a traditional sales position, but business development and account growth are important parts of the role.
- Identify additional technology needs within existing accounts.
- Participate in technical sales discussions.
- Assist with proposals and Statements of Work.
- Explain technical recommendations in business terms.
- Support renewals and contract discussions.
- Identify opportunities involving cybersecurity, cloud, infrastructure, managed services, backup, AI and automation.
- Introduce clients to new APC Integrated services and technologies.
- Help clients develop technology budgets and strategic roadmaps.
- Help grow existing client relationships.
- Participate in prospective client meetings when technical expertise is required.
The ideal candidate understands that good technical consulting often naturally creates new business opportunities by identifying problems that technology can solve.
Preferred Experience
- 7+ years of professional IT experience.
- 4+ years working for a Managed Service Provider strongly preferred.
- Previous Senior Systems Engineer, Technical Account Manager, vCIO, Solutions Engineer, IT Manager or similar experience.
- Strong Microsoft 365 and Entra ID / Active Directory experience.
- Experience performing infrastructure and Microsoft 365 migrations.
- Experience with firewalls, switches, wireless and VPN technologies.
- Experience with endpoint management and cybersecurity platforms.
- Understanding of backup and disaster recovery.
- Experience with PSA, RMM and IT documentation platforms.
- Ability to manage multiple clients and priorities simultaneously.
- Strong understanding of cybersecurity fundamentals.
- Familiarity with Generative AI and its practical business applications.
- Experience with Microsoft Copilot, ChatGPT, automation platforms or other AI technologies is highly desirable.
- Strong interest in AI and emerging technologies.
- Ability and desire to continuously learn as technology evolves.
The Person We're Looking For
The successful candidate:
- Takes ownership.
- Communicates effectively with executives, business owners and technical teams.
- Understands the urgency and pace of an MSP environment.
- Is highly organized and self-directed.
- Can make decisions independently.
- Explains complex technology in simple business terms.
- Thinks proactively rather than reactively.
- Enjoys both client interaction and hands-on engineering.
- Is comfortable moving between strategy, sales conversations and technical implementation.
- Understands that technology decisions should ultimately support business objectives.
- Is curious about AI and emerging technologies.
- Is comfortable learning technologies that may not have existed several years ago.
- Recognizes that AI will significantly change the way IT services are delivered and how businesses operate.
- Understands that exceptional IT service requires both strong technical expertise and strong client relationships.
What Success Looks Like
The client should consider this person their IT Manager and trusted technology advisor, even though they work for APC Integrated.
This individual should understand not only:
"How does this client's technology work?"
but also:
"How does this client's business work, and how can technology, cybersecurity, automation and AI make it better?"
Internally, this person bridges the gap between:
Client → Sales → Account Management → Help Desk → Engineering → Projects → Cybersecurity → AI → Management
They will play an important role as APC Integrated continues evolving from a traditional Managed Service Provider into a technology partner capable of helping clients navigate both IT and the emerging AI-driven business environment.
Compensation
Expected Base Salary: $90,000–$110,000
Additional performance-based compensation may be provided based on:
- Client retention
- Account growth
- Project performance
- Client satisfaction
- Business development
- New technology and AI initiatives
Location
Greater Boston / Quincy, Massachusetts area.
The position may require travel to customer locations throughout Greater Boston.
Some flexibility for hybrid work may be available; however, this is a client-facing and hands-on technical position and cannot be performed exclusively remotely.
Pay: $90,000.00 - $110,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Tuition reimbursement
Application Question(s):
- Have you read the the job description before applying for this position?
- Have you worked in an MSP before?
- Applicant needs to acknowledge that this is an In-Office position.
Education:
Experience:
- IT: 7 years (Required)
- Managed Services MSP: 4 years (Required)
License/Certification:
- Drivers License (Required)
Location:
- Quincy, MA 02169 (Preferred)
Ability to Commute:
- Quincy, MA 02169 (Required)
Willingness to travel:
Work Location: In person
