Technical Coordinator

Granite Telecommunications • Murfreesboro, TN

1d

About The Position

The Technical Coordinator provides exceptional support service and is a hybrid
role with external customer and internal technician front line support,
encompassing network infrastructure (route/switch, MDF/IDF buildout, cabling,
etc) and telephony systems (POTS, PBX, VOIP).

The position’s focus is on flexibility, availability, adaptability, with a
superior level of focus on service and awareness of SLAs with the expectation to
exceed expectations in all areas of responsibility.

5-10 years plus of industry experience with the complete understanding of
structured cabling systems consisting of cat 5e, cat 6, and fiber optic cable.
Projects will also include Wireless, CCTV, Audio, AV, and In Building Cellular.
Ability to manage multiple (15 or more) projects simultaneously within the
estimated budget

Requirements

• 3+ years of relevant experience, technology services or managed service provider experience preferred
• High School diploma required; Associates Degree in Information Technology or related, preferred.
• Excellent problem-solving skills with demonstrated success in root cause analysis.
• Ability to prioritize tasks based on urgency and scope.
• Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
• Ability to mentor and help in development of Response Center Analyst 1 team members.
• Demonstrated ability to continuously expand and leverage knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
• Strong organizational and time management skills to set priorities and handle multiple tasks efficiently to meet client needs.
• Service awareness of all organization’s key product and service offerings for which support is being provided.
• Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications.
• Advanced understanding of Network Infrastructure installations is required (cabling, rack and stack, retail systems)
• Advanced understanding of TCP/IP/LAN/WAN Protocols preferred; entry level understanding required.
• A+, N+, BICSI, and CNET Certifications are a plus
• Unified Communications experience is a plus.

Nice To Haves

• RCDD
• OSHA 10 course
• PMP certification
• CCTV experience
• PBX experience
• WIFI experience
• AV experience
• DAS experience

Responsibilities

• Provide first level support for more complex projects.
• Assemble project deliverables
• Attend project kickoff, technical review calls, and close out calls with customers
• Manage multiple project management, ticketing, and CRM tools to ensure proper workflow of support documentation.
• Provide first level help desk support for both external and internal customers, encompassing: Telephony, PBX, POTS, Routers, Switches, Wireless Devices, Networking Devices, Servers, Cabling, Network Infrastructure Buildouts; with a focus on first call resolution.
• Interact with team members, management, various internal departments, business partners, and third-party organizations to maintain workflows, escalate, and ultimately resolve project issues.
• Provide first level support via phone and conference calls involving different projects.
• Escalate irresolvable issues
• Monitor project schedules to ensure timely technician arrival and departure and update system notes accordingly.
• Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
• Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
• Analyze project data to identify and implement lessons learned, efficiencies and enhanced service.
• Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services supported.
• Meet all financial performance objectives for area of responsibility and take corrective action as needed.
• Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
• Foster and contribute toward collaborative working relationships across all levels and departments of the organization to execute service desk functions and company priorities.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Perform other duties as assigned by management.
• This position has no direct reports.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED