Technical Solutions Specialist

3 weeks ago

Arlington, United States Allied Telecom Group, LLC Full time

Department: Technical Solutions

Reports to: Senior Manager, Technical Solutions

Location: [X] In-person [ ]

Remote [ ] Local Status: [X] Full-time [ ] Part-time [ ] Temporary

FLSA: [X] Exempt [ ] Non-exempt

**The Company**

Allied has served the Mid-Atlantic and Northeast Regions as a highly regarded, single source provider of managed Internet, cloud, network, and enterprise Unified Communications solutions since 1996. Amidst a telecom industry all-too-often known for poor customer service and slow resolution, Allied has long differentiated itself through personal client care, quick response times, and even (where possible) same day installations to "save the day" for clients. In doing so, we have built a reputation as a trusted technology partner who offers sophisticated technical expertise coupled with exceptional service. This client-focused approach to business is anchored in the simple words of our Core Values: Integrity, Stewardship, Empowerment, CaNI (Constant and Never-Ending Improvement), and Excellence. In the spirit of these Values, we strive to cultivate an environment and culture that encourages each member of our team to reach their Full Potential, and, in doing so, help Allied achieve and maintain its Full Potential as an organization.

**Summary**

Allied’s Technical Solutions Department is focused on providing an exceptional experience and world class technical support to our clients. As a Technical Solutions Specialist, you will be challenged to effectively gather, evaluate, and utilize relevant information to resolve all reported and detected issues relating to a client’s desktop devices, network, and IT infrastructure. You will serve as a trusted technology advisor, assisting clients with having a seamless technology experience. Allied utilizes a wide range of technologies to deliver services to our clients and you will not be able to solve every yourself. Given that, there will be times when you, as a Technical Solutions Specialist, will need to work with your manager, colleagues, and peers in other departments to resolve an issue. You will find that these are opportunities to learn from their experience and knowledge. The Technical Solutions Department is a 24/7 environment with core hours being general (M-F 7AM-6PM) business hours. You must be willing to perform occasional after-hours support and on-call duties as required. The Technical Solutions Department can be a fast-paced and demanding organization to work in. We serve at the pleasure of our clients and our clients expect an elevated level of service with a distinctive touch.

**Key Areas of Responsibility**
- Serve as the primary point of contact for all data and IT-related technical issues and support questions
- Utilize technical troubleshooting skills to effectively identify and resolve client issues quickly
- Escalate issues in a timely manner to ensure an elevated level of client satisfaction
- Perform day-to-day administration of all managed services offerings
- Perform day-to-day desktop support functions (Windows and Mac)
- Perform server patching on various Operating Systems (Windows, Linux, etc.)
- Provide network support and administration
- Maintain an accurate record of all IT equipment
- Assist in the procurement of additional IT equipment and software licenses, as necessary
- Periodically serve in the capacity of onboarding and provisioning during day-to-day operations
- Provide training to new and existing users and provide guidance on how to effectively utilize all Allied services
- Keep abreast of innovative technologies and provide recommendations for system improvements
- Willing to work outside of core hours, as necessary
- Ability to occasionally travel locally and perform other duties as they are assigned

**Knowledge and Skills**
- Working knowledge of IT Networks, ISP Services, Routing Protocols, Network Management, Routers and Switching fundamentals (Cisco/Juniper command line familiarity)
- Working knowledge of Microsoft 365/Azure Active Directory administration
- Eagerness to learn and share expertise/knowledge to improve the technical capabilities of the Technical Solutions Department
- Thirst for knowledge and desire to stay on the forward edge of evolving technology trends
- Superior problem-solving skills
- Empathy for client experience and passion for providing exceptional experience
- Excellent organizational, verbal, and written communication and interpersonal skills with a high degree of attention to detail
- Must possess strong interpersonal skills and have the ability to interact with all levels of employees and clients in a professional manner
- As an essential function of this position, the employee must be able to handle elevated levels of stress and always be congenial with other employees and clients
- Standard office/computer equipment with knowledge of various software packages, operating systems, and operational support systems (Windows 10, 11, Mac OS, Office Suite, Adobe,

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