Technical Account 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 Account 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. Develop and maintain strong client relationships.
Typical pay for this role is $50,000-$70,000 annually depending on experience.

Responsibilities Include:

• Manage and mentor Help Desk and Help Desk Technicians (Tier 1 and Tier 2 support).
• Performs Tier 1, 2 and 3 support for Managed Services Customers – quickly discerns and prioritizes all incoming requests and tickets.
• Design, configure and implementation of network infrastructure for small to medium size businesses.
• 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.
• Responsible for 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. Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact.
• Effectively balances high volume productivity demands against ability to provide analytical troubleshooting and problem resolution.
• 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.

Required skills:

• Critical thinking skills and a strong analytical mindset.
• Strong teaching/Coaching Skills
• Strong client relationship/customer service experience.
• Strong oral/written communication skills. Ability to articulate technical concepts to a non-technical audience.
• Experience supporting and troubleshooting web-based applications.
• Understands Active Directory user and email management: reset password, unlock account, creating accounts, group policy, and group management, mailbox creation and management.
• Understands basic Networking principles, including network troubleshooting for connectivity issues, wireless, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), use of tools like PING, IPCONFIG, NSLOOKUP and TRACERT.
• Has strong knowledge of desktop applications and Microsoft based operating systems with emphasis on Windows 10/11 and Office 365.
• Ability to resolve Virus/Malware issues.
• Ability to configure and troubleshoot Network printers.
• Understands file and share permissions, drive mappings and offline files.
• Strong working knowledge of Windows Server environments
• Proficiency in MS Office applications and Office 365, desktop operating systems Terminal Services, VPN (Virtual Private Network) technologies, MS Exchange Server, LAN/WAN network topologies, Anti-virus solutions and firewall technologies.
• Proficiency in Azure Active Directory, DNS, DHCP, Group Policy and PowerShell Administration
• Exceptional troubleshooting skills
• Networking technologies of VLAN’s, Switching, L2, L3, SDWAN
• Working knowledge of virtualization technologies including VMWare and Hyper-V
• Experience with Microsoft Office 365 migrations and management.
• Exceptional customer facing skills, customer service and professionalism
• Availability for some after-hours work and on-call rotation

Education and Experience Requirements:

• 5 years helpdesk experience and required education
• Bachelor’s degree in computer science or MIS preferred
• Formal Technical education

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 ALLO Service: We’ll pick up the tab on your ALLO fiber internet, TV, and phone bill. Seriously!
• 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.

Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at [email protected].

ALLO is a Drug Free and Tobacco Free Workplace.