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Technical Coordinator
2 months ago
Granite Telecommunications is a leading provider of advanced communications and technology solutions to businesses and government agencies throughout the United States and Canada. With a strong focus on reliability and exceptional customer support, we deliver customized solutions that meet the unique needs of our clients.
Job SummaryThe Technical Coordinator provides exceptional support service and is a hybrid role with external customer and internal technician front-line support, encompassing network infrastructure and telephony systems. This position requires flexibility, availability, and adaptability, with a superior level of focus on service and awareness of SLAs with the expectation to exceed expectations in all areas of responsibility.
Key Responsibilities- Provide first-level support for 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 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
- 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
- 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
- 3+ years of relevant experience in 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 a successful track record of ability to develop 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 and track record of timely and accurate issue resolution
- 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
- RCDD
- OSHA 10 course
- PMP certification
- CCTV experience
- PBX experience
- WIFI experience
- AV experience
- DAS experience
