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Technical Coordinator

2 months ago


Murfreesboro, Tennessee, United States Granite Telecommunications Full time
About the Role

We are seeking a highly skilled Technical Coordinator to join our team at Granite Telecommunications. As a Technical Coordinator, you will play a critical role in providing exceptional support service to our customers and internal teams.

Key Responsibilities
  • Provide first-level support for complex projects, ensuring timely resolution and exceeding customer expectations.
  • Assemble project deliverables, including documentation and technical reports.
  • Attend project kickoff, technical review calls, and close-out calls with customers to ensure seamless project execution.
  • Manage multiple project management, ticketing, and CRM tools to optimize support documentation and workflow.
  • Offer first-level help desk support for external and internal customers, encompassing telephony, PBX, POTS, routers, switches, wireless devices, networking devices, servers, cabling, and network infrastructure buildouts.
  • Interact with team members, management, internal departments, business partners, and third-party organizations to maintain workflows, escalate, and resolve project issues.
  • Provide first-level support via phone and conference calls, involving multiple projects.
  • Escalate unresolved issues and monitor project schedules to ensure timely technician arrival and departure.
  • Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
  • Analyze project data to identify lessons learned, efficiencies, and enhanced service.
  • Continuously expand knowledge of technology, market, and industry trends, and implement best practices and methodologies.
  • Meet financial performance objectives and take corrective action as needed.
Requirements
  • 3+ years of relevant experience in technology services or managed service provider experience.
  • 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 a successful track record of developing creative and innovative solutions.
  • Ability to work effectively across all functional groups to optimize product and service offerings, fostering a seamless internal and external client experience.
  • 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, including Microsoft OS, Microsoft Office, Web-based applications/interfaces, and service delivery management tools.
  • Advanced understanding of Network Infrastructure installations, including cabling, rack and stack, and 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.
Preferred Qualifications
  • RCDD
  • OSHA 10 course
  • PMP certification
  • CCTV experience
  • PBX experience
  • WIFI experience
  • AV experience
  • DAS experience

Granite Telecommunications is an equal opportunity employer and welcomes applications from diverse candidates. We offer a comprehensive benefits package, including health, dental, vision, life, disability coverage, 401K retirement with company match, childcare benefits, tuition assistance, and more.

We are committed to creating a workplace where every individual feels valued, respected, and empowered to grow and succeed. If you are a highly motivated individual who wants to grow your career with a fast-paced and progressive company, we encourage you to apply.