• NTAC Engineer

    ALLO Communications
    Job Description

    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 fiberhoods.

     

    We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and work-life balance is an everyday practice.

     

    The NTAC Department is a hub between Customer and Technical Support, Network Operations and Engineering.  Position interfaces with other ALLO departments, outside vendors, and most importantly ALLO Customers. A highly technical individual working in this role will have direct impact on resolution of complex customer issues and technical support troubleshooting processes at ALLO.

     

    RESPONSIBILITIES:

    • Troubleshoot with ALLO Subscribers who are having issues with video, phone, and data services utilizing all available diagnostic tools.

    • Resolve complex data problems that involve local network issues, email issues, router trouble and other equipment and/or software configurations.

    • Utilize reasoning and critical thinking skills, identify fix and resolve user issues.

    • Assist, coach, and train all support representatives on work-related procedures and products.

    • May review tickets for potential system issues to escalate to different group as needed. May assist with error trending, analysis and feedback sessions

    • Works with supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures

    • Needs to be able to provide exceptional customer service, works various schedules including on-call support and performs other duties as assigned

    • Supports all department and company goals and objectives

     

     

    QUALIFICATIONS

     

    EDUCATION:

    • Associates Degree or equivalent work/military experience

    • Telecommunications or related field

    • A combination of education and experience is acceptable

     

    EXPERIENCE:

    • 3-4 years of Customer Service experience

    • 1-2 years of Technical Support experience preferred

    • Certifications in related subject matters, examples include but not limited to A+, N+, CCNA, etc. preferred

    • Experience in supporting applications and equipment in a helpdesk environment preferred  

     

    SKILLS / KNOWLEDGE / ABILITIES:

    • Experience working with and supporting platforms desired: Calix E7, Metaswitch CFS & Perimeta SBC, Ericsson Mediaroom

    • Experience supporting a GPON and Active Ethernet access network as troubleshooting residential wireless routers

    • Excellent understanding of the technical fundamentals of the Internet. You should have a solid knowledge of protocols such as SIP, H.248, BGP, OSPF and Multicast as well as the ability to use diagnostic tools such as traceroute, ping, and dig.

    • Industry Certifications desired: A+, N+, CCNA, etc.

    • Strong leadership/administrative skills (multitasking, planning, and organizing) a plus

    • LAN/WAN networking experience - Ethernet Circuit Knowledge

    • Advanced computer skills

    • Strong verbal and written communication skills

    • Strong interpersonal skills

    • Strong knowledge of scripting languages

    • Good troubleshooting skills and methodologies

    • Experienced in analyzing issues, distilling and communicating their relevant aspects

    • Ability to identify risks/issues and develop recommendations for resolution

    • Shift work and on-call flexibility

    • Attention to detail

     

    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 a generous ETO policy. Plus, if you’ve got student loan debt, we’ve got a repayment assistance program you’ll want to get in on.
    • 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 Careers (allocommunications.com)

    Contact Information