Technology Alignment Manager

cb20 is the Capital Region’s solution provider of choice for organizations that value IT and Managed Services expertise and category-leading customer service.  We are an organization that puts Customers first, acts with Integrity, embraces innovation and values Self-Development and Contribution to our community. We partner with the world’s leading hardware and software companies to deliver end-to-end consulting, implementation and managed services across the U.S. With world-class engineering talent and 30+ years of experience cb20 delivers confidence, security, a true sense of control and the highest- quality, end-to-end customer experience in the business.

Summary

As a Technology Alignment Manager is responsible for the standards and alignment process for customers. The role conducts technology alignment review, develops, and maintains technical knowledge of the customer’s environment, service resolution, documentation, and identifies technical risk. The TAM resource works to reduce reactive issues, identify technology risks, and provides information for long term planning. Providing an elevated level of professionalism and day-to-day customer service.

Duties and Responsibilities

Onsite to client-sites daily for full-day visits. Tasks include but are not limited to:

Daily prep (Review open tickets, projects, CSAT issues, and recent vCIO discussions)

Daily In person Check-In with client POC

Audit tasks

Check in with all users

Daily time entry of work performed

End of day checkout and reporting

Complete technology assessments with the objective of discovering technical risks.

Establish an excellent working relationship with clients and function as a trusted advisor.

Develop and maintain exemplary technical documentation, processes, and knowledge of client’s technology environments.

Ensure configurations of technologies, application support, and warranty support are well documented.

Maintain good working relationships with vendors in support of clients.

Complete technical checklists and reactive tickets as scheduled and needed.

Provide exemplary customer service.

Maintain business awareness to ensure specific knowledge of customers and how IT relates to their business strategy and goals.

Use problem-solving and people skills to ensure swift resolutions to technical issues.

Utilizes a ticketing system and tools to analyze and document customer interactions and technology and record time and work associated with daily client visits.

Provide Tier 1, and Tier 2 support. 

Participate in 24-hour on-call support rotation.

Qualifications Requirements/Job Specifications

Education:       Associates degree in computer science OR equivalent combination of education and work experience. Desired: Professional IT certifications or equivalent.

Experience:     2-3 years of IT experience. Experience working in a team-oriented, collaborative environment.  

Standards:       Ability to follow standards as outlined in the cb20 Company Manual.

Skills:              Working knowledge of two or more the following: O365/M365, Networking, Windows Servers, Virtualized Environments, PC Hardware, Backup Engines, VoIP, Cloud. Strong written, verbal communication, and documentation skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, empathizing, and questioning skills. Ability to present technical terms in a user-friendly language; multitask and promote department success; analyze and document technology stacks.

Working time:  40 hours/week. All other times as defined by the demands of the customers and department’s needs.