Technical Account Manager / Helpdesk Specialist

bout Us

ITBCPRO is a growing Managed IT Services Provider supporting businesses and nonprofits with practical, secure, and well-structured technology. We don’t just “fix IT” — we help organizations run better by aligning technology with how they actually operate.

We’re looking for someone who combines technical support experience, account management mindset, and excellent communication skills. This role is ideal for someone who enjoys solving problems, building client relationships, and helping clients make smart technology decisions.

Fluent, professional English (near-native level) is required.

What You’ll Do

You will work at the intersection of technical support and client account management.

Build strong relationships with clients and learn how their teams and processes actually function

Serve as a key point of contact for assigned clients and ensure they always know where to go for answers

Work with the Sales Coordinator to prepare and deliver Technology Business Reviews, mapping lifecycle needs and planning upgrades with clarity and accountability

Identify service and product opportunities that provide real business value — not upsells for the sake of upsells

Translate client needs into actionable service or project requirements, working with Sales Engineering when custom scoping is required

Quote standard services directly; escalate only when a true technical design is needed

Present approved proposals, explain the reasoning behind them, and help drive decisions

Understand how managed service agreements work and ensure clients receive the value they’re paying for

Maintain consistent review cadences and keep client roadmaps on track

Act as the internal advocate for your clients while holding them accountable for decisions and timelines

Coordinate with internal teams to ensure technical or service issues are resolved quickly and professionally

Technical / Helpdesk Responsibilities

Provide remote technical support for users (workstations, basic networking, Microsoft 365, common business applications)

Troubleshoot issues methodically and communicate clearly with non-technical users

Document issues, resolutions, and client environments properly

Escalate complex issues with clear notes and context

What We’re Looking For

Core Qualities

A genuine culture fit: people who lead through service, not ego

Strong communication skills across video, written, and live conversations

Ability to explain technology in business terms and speak confidently with managers and leadership

Composed under stress and able to give clear direction when situations get messy

Highly organized and able to manage multiple clients without dropping details

Curious about how businesses operate, budget, and make decisions

Technical Background

Experience in IT support / helpdesk (MSP experience is a big plus)

Solid understanding of how IT support tools, systems, and infrastructure fit together

Familiarity with Microsoft 365, endpoints, user management, and basic networking

Comfortable learning new tools quickly

Language & Location

Fluent English (spoken and written) — must be clear, professional, and confident with North American clients

Based in the Philippines with reliable internet and a professional home office setup

Why This Role Is Different

This is not just a helpdesk job and not just a sales job.

You’ll be the person who:

Understands the tech

Understands the client

Connects the two

If you enjoy being the bridge between technical teams and business decision-makers, this role will fit you extremely well.