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We are looking to hire a Service Desk Engineer with customer service experience in our Birmingham, AL office. Must have a solid technical background plus great problem-solving skills.

If you are looking for somewhere that you can work hard but have fun at the same time reach out to us. All IT engineers get gaming desktops\laptops and have 3+ monitors. We are truly an IT company.

Role: Service Desk Engineer

 

Primary Objectives

This position will serve as part of our service-desk team. A few responsibilities of this position include responding to requests for technical assistance via phone, email, or in-person, diagnose and resolve technical hardware and software issues, and stay current with systems information, changes and updates.

 

 Technical Skills

  • Window Server – DHCP, DNS, Print Management
  • Active Directory and Group Policy
  • Azure
  • Office 365
  • VMware (Basic Skills)
  • Network – (Basic Troubleshooting)
  • General IT Service Desk Experience – 2+ years

General Skills

  • Customer-service oriented
  • Highly-motivated
  • Trustworthy and Dependable
  • Able to work independently as well as part of a team
  • Ability to troubleshoot and resolve issues
  • Oral and written communication skills

 

Location

This position will work from our Lakeshore, AL office but may require some travel to client locations during certain projects.

 

Benefits

  • Health Insurance
  • 401k
  • Paid time off
  • Paid Holidays
  • Company cell phone

 

Job Type: Full-time

 

We are seeking a detail-oriented, thorough, and organized Service Desk Escalation Engineer to join our growing team. TailWinds Technologies is known in this space for having excellent customer service so we are looking for someone with a friendly personality and whom enjoys solving problems. 

 

Role: Service Desk Engineer – Escalation

 

 

Primary Objectives

This position will serve as part of our service-desk team. A few responsibilities of this position include responding to requests for technical assistance via phone, email, or in-person, diagnose and resolve technical hardware and software issues, and stay current with systems information, changes and updates.

 

Service Desk Responsibilities

  • Diagnose and resolve hardware, software and network issues on client PC’s, servers and mobile devices using approved methods and processes.
  • Complete necessary internal and client related documentation as required on a daily basis.
  • Support networking devices such as routers, switches, and firewalls.
  • Support devices including printers, scanners, copiers, WAPs,
  • Communicate and interact with end users and internal staff to resolve IT related issues
  • Accountable for ticket aging

 

Expectations

  • Works well in a team environment and independently
  • Positive and proactive attitude with customer’s best interest in mind
  • Ability to work with minimal supervision.
  • Ability to work some nights and weekends and as required.

 

SKILLS & QUALIFICATIONS

  • 5+ years working in a technical support/help desk environment supporting Windows
  • 5+ years working with Windows Server 2008/2012/2019 (Linux Experience a plus)
  • 3+ years experience with VMWare, Hyper-v or other Virtualization Platforms
  • Experience in building and maintaining servers in a business environment
  • Experience with storage systems (DAS,SAN,NAS,etc.)
  • 3+ year Experience in Active Directory, DHCP, DNS, Group Policies
  • Understanding of networking, switching, firewalls
  • Excellent written and verbal communication skillsExcellent customer service skills

 

Location

This position will work from our Lakeshore, AL office but may require some travel to client locations during certain projects.

 

Benefits

  • Health Insurance
  • 401k
  • Paid time off
  • Paid Holidays
  • Company cell phone

 

If you are looking for somewhere that you can work hard but have fun at the same time reach out to us. All IT engineers get gaming desktops\laptops and have 3+ monitors. We are truly an IT company.

 

 

Job Type: Full-time

The number one goal of everyone on our team is to make our Clients exceptionally happy. This is especially true of the Service Desk Manager role.

 

The Service Desk Manager oversees the building, leading & growing the Service Desk Team. This includes Junior & Senior Service Desk members.

 

The Service Desk Manager has a pivotal role in leading the Service Desk Team to make sure that they’re efficient, productive and (most importantly) continually getting amazing feedback from our Clients.

 

RESPONSIBILITIES

Coaching

  • Manage the well-being of the team by providing regular 1:1 reviews and roadmaps for all individual members of the team
  • Identify each Team member’s strengths and weaknesses and make sure that they are in a position that will make both themselves and the Team thrive
  • Creating, Managing & Improving Training Plans for all Team Members
  • Support the Team and Clients with any unusual/high-level issues that arise

Manager Responsibilities

  • Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics
  • Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Agreement Gross Margins & Team Happiness as well as intangible metrics that align with things such as our Company Core Values
  • Ensure Root Cause Analysis & Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future
  • Review and approve Timesheets & Expense Reports
  • Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to continually deliver better levels of experience to our Clients
  • Responsible for managing all staffing needs of the Team

 

SKILLS AND ATTRIBUTES

Required Skills

  • Great Communications skills, founded in being a good listener
  • IT Background with 4+ years of experience
  • 3+ years of Management & Leadership Experience of an IT Service Team
  • A deep desire to deliver an amazing Client Experience
  • Conflict Management Skills both internal and client focused
  • The ability to speak both Geek and Human
  • The ability to keep up with & adapt to the fast-paced IT world
  • Experience handling Technical Service Tickets
  • Experience and knowledge of working with the Microsoft 365 Platform

 

Nice To Have

  • Experience using a Ticketing system / RMM Tool and PSA software
  • Skills in Strategic & Resource Planning with an ability to think and plan ahead
  • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
  • Client Experience Certifications such as Helpdesk Habits etc.
  • Experience working for a Managed Service Provider (MSP) or IT Support Business.

 

Perks

  • Get a day off for your birthday
  • Incentives for reaching Team and Company Goals
  • Health / Dental Insurance
  • Retirement Plan with Company Matching
  • 15-25 PTO Days a Year
  • An easy-going environment and culture (we all enjoy what we do)
  • A Stand-Up Desk and High-Powered Workstation with multiple monitors
  • A Proactive Approach to Ongoing Training to help you develop life-long skills

 

This is a full time position, based out of our Birmingham, AL office. 

We are looking to hire a Systems Engineer with virtualization experience in our Birmingham, AL office. Must have a solid technical background plus great customer service skills.

 

This position will serve as part of our client on-boarding and project team. A few responsibilities of this position include server OS migrations, on premise to cloud migrations, virtualization management and configuration, firewall and switch configuration and other IT systems related tasks.

 

Role: Systems Engineer

 

Technical Skills

  • VMware Vsphere & Vcenter management and configuration
  • Hyper-v and Citrix experience is a plus
  • Active Directory and Group Policy
  • Firewall and Router – Understanding of basic setup and troubleshooting
  • Networking – Complete understanding of networks and vlans
  • Window Server – Setup, Migration, Support
  • Office365 – Setup, Migration, Support
  • General IT System Admin Experience – 5+ years

General Skills

  • Customer-service oriented
  • Highly-motivated
  • Trustworthy and Dependable
  • Able to work independently as well as part of a team
  • Ability to troubleshoot and resolve issues

 

Location

This position will work from our Lakeshore, AL office but may require some travel to client locations during certain projects.

 

Benefits

  • Health Insurance
  • 401k
  • Paid time off
  • Paid Holidays
  • Company cell phone

If you are looking for somewhere that you can work hard, but have fun at the same time reach out to us. All IT engineers get gaming desktops\laptops and have 3+ monitors. We are truly an IT company.

 

 

Job Type: Full-time

Job Description

The Account manager role will act as a primary point of contact for their assigned current Tailwinds customers.  They will build long-lasting, mutually beneficial relationships with their contacts, always striving to find the products which best fit the individual needs of the client. The Account Manager will also aid internal departments by collecting information, such as sales leads or testimonials, assisting in the processing and analysis of client data and needs, and identifying industry trends to educate and train their customer base.

 

Knowledge, Skills, Abilities

  • Regular communication with clients to understand their needs and reinforce the value proposition.
  • Collaborating with all relevant internal departments to facilitate an excellent end to end customer experience.
  • Maintaining updated knowledge of company products and services, industry trends, and customer trends to be shared across their customer base.
  • Resolving customer concerns in a timely manner and preventing additional concerns by improving processes, elevating appropriate customer needs, and taking a proactive approach.
  • Acting as a client advocate with a focus on improving the buyer experience.
  • Uses appropriate interpersonal styles to consistently build trust and confidence with users, key contacts, managers and executives at Tailwinds Technologies customer sites; communicates and interacts effectively with internal team partners to achieve goals.
  • Knowledgeable of Microsoft Windows Server environments – in-house, cloud-based, data backup, remote access, and business software products.
  • Knowledgeable of Desktop and laptop computing infrastructure, networking infrastructure, and data security systems such as VPN, antivirus, and anti-malware

 

Job Responsibilities

  • Serve as the primary point of contact and build long-term relationships with customers.
  • Serve our customers through email, phone, online presentations, and in person meetings.
  • Develop a trusted advisor relationship with key accounts, customer stakeholders and company executives.
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives including working with our sales and onboarding teams to successfully onboard new customers.
  • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders as well as conduct Quarterly Business Reviews with our customers.
  • Forecast and track key account metrics including user counts, service standards, and retention targets.
  • Continuous learning through participating in educational opportunities, reading professional publications, expanding personal networks, and participating in professional organizations.
  • Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
  • Monitor and analyze customer’s usage of the Tailwinds product suite in order to derive key insights for training, support, and expansion opportunities.

 

Qualifications

  • Minimum 3 years of proven account management or other relevant experience, preferably in the Information Technology field.
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
  • Experience in delivering client-focused solutions based on customer needs.
  • Proven ability to manage multiple projects at a time while paying strict attention to detail.
  • Excellent verbal, listening, written, negotiation and presentation skills.
  • Bachelor’s Degree in appropriate field of study or equivalent work experience
  • Self-motivated and able to thrive in a results-driven environment.
  • Natural relationship builder with integrity, reliability and maturity
  • Excellent time management and project management skills.
  • Keen attention to detail and adherence to deadlines

 

Location

This position will primarily work from our Birmingham, AL office, candidate must live and reside in the Birmingham, AL area. The Account Manager will report directly to the Vice President of Sales.  Periodical travel to client locations is required for in-person meetings.

 

Benefits

  • Health Insurance
  • 401k
  • Paid time off
  • Paid Holidays
  • Company cell phone

 

Job Type: Full-time

 

We are looking to hire an experienced IT Project Manager for our Birmingham, AL office. Must have great customer service skills and a general knowledge of common office technologies.

 

Role: IT Project Manager

 

 

Job Responsibilities

  • Facilitating and supporting Executive Decision Making Councils
  • Managing IT projects and client onboardings
  • Supporting Strategic Planning initiatives
  • Conduct workforce competency identification and gap analyses.
  • Process improvement and streamlining business operations.
  • Interpreting data to understand the business implications of the research.
  • Writing reports/briefings and presenting to clients in a way that is professional and influential
  • Apply expertise in organizational design to provide direction and guidance on the establishment of organization structures, realignments, and re-organizations, supporting changes in strategic direction and mission requirements.
  • Assist management in developing and maximizing employment opportunities for career growth, professional development, and learning that will ensure the establishment of a high-performing organization and a working environment that promotes and values diversity.
  • Ability to think strategically, analytically, and proactively about diverse business solutions.
  • Ability to establish and maintain effective working relationships with executive management, peers, employees, clients, other agencies, and the public.
  • Maintain program dashboards, with technical project plans, implementation plans, milestone dates.
  

Basic Requirements

  • Excellent written and communication skills
  • Minimum of 3 years IT experience required
  • Ability to establish and maintain effective working relationships with executive management, peers, employees, clients, other agencies, and the public
  • Must be self-motivated, detail-oriented, and highly organized
  • Ability to make critical decisions with limited guidance while ensuring visibility into those decisions
  • Technical knowledge to identify and mitigate risks
  • Understanding of dependencies to help the team prioritize broader organization goals
  • Ability to manage a team
  • Ability to work alongside other project managers

 

Knowledge of Information Technology Systems

  • Technical knowledge to identify technical inefficiencies
  • Microsoft Windows Server environments – in-house, cloud-based, data backup, remote access, business software products
  • Desktop and laptop computing infrastructure – desktops, laptops, accessories
  • Networking infrastructure – routers, firewalls, switches, wireless access points
  • Microsoft 365 and Office Suite products
  • Data security systems – VPN, antivirus, anti-malware
  • Knowledge of autotask is preferred

 

Location

This position is NOT remote and will mainly work from our Birmingham, AL office. Periodical local travel to client locations is required for in-person meetings.

 

 

Benefits

  • Health Insurance
  • 401k
  • Paid time off
  • Paid Holidays
  • Company cell phone

 

Job Type: Full-time

Job Description 

The Sales Director is responsible for achieving their assigned sales targets through account acquisition and growing an existing customer base in their assigned geography.  This acquisition and growth are derived from the prospecting and closing new accounts for Tailwinds and expanding the offerings being sold into their existing book of business.  The candidate must reside in the defined sales territory.

Knowledge, Skills, Abilities

  • Networks and partners with customers both over the phone and in person in order to build confidence and develop win/win solutions; proactively stays on top of additional sales opportunities while navigating through customer organizations, balances frequency of contact with potential for new sales.
  • Effectively manages his/her territory via phone and in person by allocating appropriate time to prioritize goals, requirements, and sales opportunities.
  • Demonstrates an excellent ability to meet the demands of selling to a large customer base by strategizing customer contact methods; operate with effectiveness and determination; acts promptly to take advantage of multiple opportunities; remains realistically positive in sales situations; persists to achieve sales goals despite barriers or difficulties by changing strategies, doubling efforts, or employing other techniques.
  • Uses appropriate interpersonal styles to consistently build trust and confidence with users, key contacts, managers and executives at Tailwinds Technologies customer sites; communicates and interacts effectively with internal team partners to achieve goals.
  • Sufficient technical knowledge to identify technical inefficiencies and other opportunities for a solution-based selling approach.
  • Microsoft Windows Server environments – in-house, cloud-based, data backup, remote access, business software products
  • Desktop and laptop computing infrastructure – desktops, laptops, and other accessories
  • Networking infrastructure – routers, firewalls, switches, wireless access points
  • Data security systems – VPN, antivirus, anti-malware

Job Responsibilities

  • Prospecting, account acquisition, and expansion of existing customer base.
  • Exceeds sales targets and quotas on a monthly basis by both in person and virtual customer meetings.
  • Completes weekly sales performance reports and completes all HubSpot reporting in a timely and accurate manner.
  • Foster collaborative and lasting relationships with the customers and communities we serve.
  • Sales process will include creating and managing lead lists, networking, customer appointments, referrals, and organic sales generation.
  • Provide forecast updates on current opportunities and update CRM on a weekly basis.
  • Educates Customers of full portfolio of solutions offered by TailWinds Technologies

Qualifications

  • Self-motivated and results-orientated individual with a documented track record of sales success.
  • Minimum 5 years of B2B sales, preferably in the Information Technology field.
  • 4-year college degree or equivalent experience, JD a plus
  • New business-focused sales performers who can develop and progress a high value pipeline with varying deal sizes and cycle times.
  • Ability and willingness to MASTER all services and solutions provided by TailWinds Technologies.
  • Ability to create and communicate the value of TailWinds Technologies IT solutions with prospects and clients.
  • Excellent sales, oral/written communication and listening skills, proficient in MS Office Suite.
  • HubSpot CRM experience or willingness to learn HubSpot is a must.
  • Able to work from a home office, Tailwinds HQ, and travel to customer locations and events as needed.
  • Proficient in Office 365 suite

Location

This position will be based out of our Birmingham, AL office, candidate must live and reside in the Birmingham, AL or Huntsville, AL area. The Sales Director will report directly to the Vice President of Sales.  Periodical travel to client locations is required for in-person meetings.

Benefits

  • Health Insurance
  • 401k
  • Paid time off
  • Paid Holidays
  • Company cell phone

Job Type: Full-time

GREAT CULTURE, GREAT PEOPLE

For the second consecutive year, TailWinds Technologies has been named one of Birmingham’s Best Places to Work. We think this is because of our team orientated work environment, positive culture and great benefits. 

 

In the office, TailWinds’ leadership promotes open communication, honesty, respect, hard work, and results. 

After hours, we have family friendly TailWinds Adventures like paintball days, lake retreats, cookouts, cooking competitions, holiday parties, and the occasional nerf gun war just to name a few. 

 

One of the most important investments you can make in your company is to invest in a positive culture. As a company, it will ultimately define you.” – Daniel Herrera, CIO

Employee Referral Program

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