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Nelnet Highlands Ranch, CO

Job Description


This 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


  1. Troubleshoot with ALLO Subscribers who are having issues with video, phone, and data services utilizing all available diagnostic tools.
  2. Resolve complex data problems that involve local network issues, email issues, router trouble and other equipment and/or software configurations.
  3. Utilize reasoning and critical thinking skills, identify fix and resolve user issues.
  4. Assist, coach, and train all support representatives on work-related procedures and products.
  5. May review tickets for potential system issues to escalate to different group as needed. May assist with error trending, analysis and feedback sessions
  6. Works with supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
  7. Needs to be able to provide exceptional customer service, works various schedules including on-call support and performs other duties as assigned
  8. Supports all department and company goals and objectives



  1. Associates Degree or equivalent work/military experience
  2. Telecommunications or related field
  3. A combination of education and experience is acceptable


  1. 5-6 years of Customer Service experience
  2. 3-4 years of Technical Support experience preferred
  3. Experience in supporting applications and equipment in a helpdesk environment preferred



  1. Experience working with and supporting platforms desired: Calix E7, Metaswitch CFS & Perimeta SBC, Ericsson Mediaroom
  2. Experience supporting a GPON and Active Ethernet access network as troubleshooting residential wireless routers
  3. 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.
  4. Industry Certifications desired: A+, N+, CCNA, etc.
  5. Strong leadership/administrative skills (multitasking, planning, and organizing) a plus
  6. LAN/WAN networking experience
  7. Ethernet Circuit Knowledge
  8. Advanced computer skills
  9. Strong verbal and written communication skills
  10. Strong interpersonal skills
  11. Strong knowledge of scripting languages
  12. Good troubleshooting skills and methodologies
  13. Experienced in analyzing issues, distilling and communicating their relevant aspects
  14. Ability to identify risks/issues and develop recommendations for resolution
  15. Shift work and on-call flexibility
  16. Attention to detail

EEO Statement

ALLO, a Nelnet Company is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at ALLO, a Nelnet Company may request such accommodations by contacting Talent Acquisition & Recruiting.

ALLO, A Nelnet Company is a Drug Free and Tobacco Free Workplace.

Job Details

Date Posted July 8, 2019
Date Closes August 7, 2019
Requisition 2019-8139
Located In Highlands ranch, CO
SOC Category 00-0000.00