Technical Alignment Manager

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities.

We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.

The Technical Alignment Manager have specialized in multiple technology disciplines but will also be versed in other IT service delivery technologies. The TAM performs testing, analysis, and restoration of failed production services to customers and users. A primary function of this position is to monitor and sustain the SLA’s (Service Level Agreements) as well as the growth and capacity planning aspects for managed service customers. The primary focus of the TAM is managing the relationship between ALLO and the client.

RESPONSIBILITIES:

• Provides technical assistance and problem resolution for customers requesting assistance on application or system related issues or questions.
• Demonstrates a commitment to increasing customer satisfaction. Delivers friendly, courteous service to clients.
• Following up on all open and/or overdue tickets, assuring a resolution in a timely manner.
• Maintains information within a knowledge-based computer system. Includes data entry of commonly reported problems, questions and known resolutions and troubleshooting steps.
• Uses creativity and innovation to automate and streamline processes and procedures.
• Completes excellent and proficient documentation in ticket system and follows processes in ITGlue, SharePoint and other forms of corporate product documentation systems.
• Responds to text, phone calls, e-mails, team messaging, team meetings and any other form of communication within the company’s system in an efficient and timely manner without delay.

EDUCATION and EXPERIENCE:

• 5 years helpdesk experience and preferred education
• Bachelor’s degree in computer science or MIS preferred
• Experience working with C-level clients

SKILLS / KNOWLEDGE / ABILITIES:

• Exceptional Customer Service and Communication: Proven ability to build strong client relationships, coupled with excellent oral and written communication skills. Must be able to articulate complex technical concepts clearly to a non-technical audience.
• Comprehensive Desktop and Application Support: Strong knowledge of Windows 10/11 and Microsoft Office 365. Experience in troubleshooting and supporting web-based applications, as well as resolving virus/malware and printer issues.
• Network and System Administration: Solid understanding of networking principles and troubleshooting tools (e.g., PING, IPCONFIG, NSLOOKUP, TRACERT). Proficiency with technologies including DHCP, DNS, VLANs, and LAN/WAN.
• Server and Infrastructure Expertise: Working knowledge of Windows Server, Active Directory, and Azure Active Directory. Experience with Group Policy, PowerShell, and virtualization technologies (VMware, Hyper-V).
• Account and Permissions Management: Experience with user and email management in Active Directory, along with a firm grasp of file and share permissions, drive mappings, and offline files.
• Technical Project Experience: Hands-on experience with Microsoft Office 365 migrations and management.
• Availability: Must be available for occasional after-hours work and on-call rotations.

People are our passion. At ALLO, we don’t treat you like a number. You’re a human being.

Get ready to plug into the perks at ALLO:

• Free internet? You bet. Plus, awesome discounts on other ALLO services.
• Retirement Plan: The fiber future isn’t the only one we care about. We match your 401(k) savings up to 5%.
• Health and Wellness: Participate in quarterly wellness challenges, and we’ll deposit extra cash into your checking or health savings accounts.
• Benefits: Our benefits include medical, vision, and dental with low employee costs. Not to mention generous Earned Time Off (ETO) program.
• Sponsorships: Are you passionate about a local fundraiser or philanthropy? We strive to give back to what matters most to our communities.
• Tuition Assistance: Have a thirst for knowledge? We like that, which is why we’re proud to offer assistance with the cost of your tuition.

ALLO is an Equal Opportunity Employer. We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. ALLO believes that diversity and inclusion within our team is critical to our success as a company. We seek to recruit, develop, and retain the most talented people.