The Alignment Analyst
1 (“AA1”) works as a member of the Standards Team in the Proactive Services divisionto maintain a reliable, secure, and efficient data communications network for managed clients. The position is highly client-facing both in-person and via phone and as such requires outstanding communication and client service skills. The AA1 routinely reviews and documents all active network equipment and processes in managed client environments in order to verify the physical integrity of the equipment/environment, confirm equipment adherence to best practices standards, and identify any potential issues or opportunities. Proactive Services Team members interact with many networks and clients daily, requiring agility, multitasking, and the ability to properly prioritize tasks. Essential Duties & ResponsibilitiesClient Service
- Provide responsive client service. Answer internal and external client/vendor calls quickly and pleasantly. Communicate in a friendly, professional, and patient manner
- Perform all duties with the goal of building and maintaining long-term client/vendor relationships
- Maintain exceptional client service, understanding client satisfaction, and perception
IT Service and Support Functions
- Communicate with stakeholders to ensure superior service delivery to our managed clients.
- Perform quarterly reviews of client infrastructure and systems.
- Ensure that short and long-term IT strategies are being adhered to throughout the service lifecycle.
- Provide client end user training, explanation of the support process, and interaction with our service delivery teams.
- Continuously look for opportunities to advance the The Purple Guys footprint within clients.
Documentation, Reporting and SLA’s
- Identify clients’ needs and report to vCIO
- Create and maintain configurations and documentation for all aspects of the client environment.
- Communicate new client onboarding activities with the Onboarding, reactive services, and project teams.
- Utilize active listening and client-care skills in identifying potential concerns
- Report client concerns or complaints to vCIO and CXO
- Establish and maintain IT management best practices that reinforce client confidence.
- Answer internal and external communications timely and professionally
Administrative
- Enter all notes and time worked on the appropriate service ticket
- Enter time worked on each ticket daily
- Schedule managed client reviews or other on-site matters via scheduling calendar in ConnectWise
- Enter expenses on service tickets for any related credit card purchases and submit receipts daily
- Submit time sheets on a weekly basis, due by Saturdays at 12P
QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The skills listed below are representative of the knowledge, skill, and/or ability required. Core Competencies
- Ability to communicate and work effectively with end users over the phone and on-site
- Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
- Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users, vendors, and colleagues
- Critical thinking and problem-solving skills
- Organized and detail-oriented
Technical Skills
- Excellent knowledge of best practices around management, control, and monitoring of network and server infrastructure
- Experience with IT support with security awareness
- Familiarity with network and server infrastructure equipment
- Familiarity with governance frameworks
- Familiarity with backup and recovery software and methodologies
Education and/or Experience
- College or Technical degree OR 2 years of IT support experience related to Microsoft, HP, Dell and/or Cisco
- CompTIA certifications preferred
Language Skills
- Ability to communicate professionally, in English, both written and orally
- Ability to write business correspondence and process procedures
- Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Certificates, Licenses, Registrations
