TJX Help Desk/Technical Lead- Level II/III Granite Telecommunications
Quincy, MA

Job Description

Granite Background & History

Granite is one of the premier communications services provider to businesses across 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 $1.4 billion in revenue with more than 2,000 employees and is headquartered in Quincy, MA just off I-93 and directly next to the North Quincy T Station on the Red Line. 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. Our Quincy office has an onsite dining facility and a fully equipped state of the art gym that offers daily Cross Fit, Mixed Martial Arts, and Yoga classes available to employees at zero cost.

Granite's philanthropy is unparalleled with over $200 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 rated a "Fastest Growing Companies" by Inc. Magazine past ten consecutive years in a row (2007-2016).

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

General Summary of Position:

Provide direct client support for Store Manager to call and report site level issues. Work with Store manager to confirm location, scope of issue, and any other details. Open the subsequent work order in client portal as well as Granite management systems. Provide updates directly within client portal as well as via email for escalated request. Resolve any issues remotely over the phone if possible. Work directly with technician in the field as well as store managers to walk them through making program/config changes to PBX System. Work with tech on troubleshooting escalated technical issues.

Duties and Responsibilities:

* Duties will include updating excel spreadsheets, extensive use of outlook, scheduling partners, collecting deliverables, making confirmation calls to partners and customers, and general administrative data entry.
* Duties will require heavy call volume support, accurate tracking of incidents, excellent customer service. Track incidents and provide excellent communication on updates
* Manage second and third level technical issues. Work with client to roadmap and process improvement with infrastructure and system upgrades

Required Qualifications:

* Experience in Call Center Environment Microsoft Office Literate
* Help Desk experience preferred
* Experience with Nortel and/or Avaya Phones Systems Previous Field Experience or Remote Engineer Experience
* High Technical aptitude and ability to communicate troubleshooting steps. Understand of Telephony infrastructure and cabling

Preferred Qualifications:

* Excellent written and verbal communication skills Ability to communicate directly with Clients Work well in team environment
* Ability to multitask and manage escalations