Technical Coordinator

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.

If you are a highly motivated individual who wants to grow your career with a fast paced and progressive company, Granite has countless opportunities for you.

EOE / M / F / Vets / Disabled

Summary of 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

Duties and 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.

Required Qualifications :

Preferred Qualifications :