GENERAL SUMMARY OF POSITION:

• The technicians will be responsible for handling customer calls, guiding clients, and technicians through troubleshooting steps to resolve their technical issues and providing proactive monitoring and support.
• They will additionally be responsible for diagnosing network issues and ensuring they are addressed and resolved in a responsible fashion.
• They will be responsible for collaborating with engineers and network architects to guide the implementation of improvements to new and existing customer networks.
• They will be responsible for observation and reaction to managed services monitoring tasks as outlined by department management.

REQUIRED QUALIFICATIONS:

• 1-2 years in a technical support related role, or equivalent experience
• Proven problem-solving skills
• Proven ability of comprehension of networking standards, OSI model, subnetting and routing protocols
• Proven ability to prioritize with a sense of urgency and problem ownership
• Ability to Provide a high level of customer support to improve customer experience
• Ability to use computer and software applications to input and retrieve information
• Ability to work well independently and within a team environment including a hybrid Work from Home model
• Must have the ability to be cleared for Secret Clearance P2, or currently hold secret clearance

PREFERRED QUALIFICATIONS:

• Understanding of broadband products and their uses
• Understanding of mobility solutions products and their uses
• Telecommunications industry experience
• Associate degree in Computer Science, Networking, Network Security, or related field
  Requirements:
  Granite delivers advanced communications and technology solutions to businesses and government agencies throughout the United States and Canada. We provide exceptional customized service with an emphasis on reliability and outstanding customer support and our customers include over 85 of the Fortune 100. Granite has over $1.85 Billion in revenue with more than 2,100 employees and is headquartered in Quincy, MA. Our mission is to be the leading telecommunications company wherever we offer services as well as provide an environment where the value of each individual is recognized and where each person has the opportunity to further their growth and achieve success.
  Granite has been recognized by the Boston Business Journal as one of the “Healthiest Companies” in Massachusetts for the past 15 consecutive years.
  Our offices have onsite fully equipped state of the art gyms for employees at zero cost.
  Granite’s philanthropy is unparalleled with over $300 million in donations to organizations such as Dana Farber Cancer Institute, The ALS Foundation and the Alzheimer’s Association to name a few.
  We have been consistently rated a “Fastest Growing Company” by Inc. Magazine.
  Granite was named to Forbes List of America’s Best Employers 2022, 2023 and 2024.
  Granite was recently named One of Forbes Best Employers for Diversity.
  Our company’s insurance package includes health, dental, vision, life, disability coverage, 401K retirement with company match, childcare benefits, tuition assistance, and more.

• Remotely troubleshoot issues on problem calls from Granite customers and field technicians.
• Professionally and accurately handle customer requests including technical and non-technical inquiries.
• Answer routine questions regarding service installation, product features, outages, and component-level problems.
• Follow up with customers and internal departments to confirm that issues have been resolved in a timely manner that is satisfactory to the customer.
• Collaborate with internal workflow specialists and senior staff to ensure a high level of visibility and efficiency in personal day-to-day operations