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 $1.65 billion in revenue with more than 2,200 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:

• The technicians would eventually be responsible for handling customer calls, guiding clients and technicians through troubleshooting steps to resolve their technical issues and providing proactive monitoring and support.
• They would additionally be responsible for diagnosing network issues and ensuring they are addressed and resolved in a responsible fashion.
• They would be required to make use of internal SMEs and external resources to develop their technical knowledge along one of three primary practices: Network Security, Enterprise Networking, or Unified Voice and Application support.
• They would be responsible for collaborating with engineers and network architects to guide the implementation of improvements to new and existing customer networks.
• They would be responsible for observation and reaction to managed services monitoring tasks as outlined by department management.

Duties and Responsibilities:

• Remotely troubleshoot managed service-related issues on support calls with Granite customers and/or field technicians
• Assist with the implementation and onboarding of innovative security and networking products, including in-house designed hardware solutions
• Professionally, accurately, and efficiently handle customer requests including technical and non-technical inquiries to any NOC related services
• Work with industry standard partners (Fortinet, Cisco, VMWare, etc.) on the support and implementation of nationwide networks
• Study and improve personal technical capabilities in enterprise networking, network security, and unified voice application support to contribute to the company mission at a higher level of expertise
• Manage a personal ticket queue to ensure timely resolution of ongoing tasks
• Collaborate with internal workflow specialists and NOC senior staff to ensure a high level of visibility and efficiency in personal day-to-day operations

Required Qualifications:

• 1-2 years in a technical support related role, or equivalent experience
• Understanding of networking standards, OSI model, subnetting and routing protocols
• Proven ability to prioritize with a sense of urgency and problem ownership
• Understanding of agile task management and project operations
• Ability to provide a high level of customer support to improve customer experience
• Ability to work well independently and in a team environment in a hybrid WFH model
• Must have the ability to be cleared for Public Trust P2 clearance

Preferred Qualifications:

• Understanding of modern enterprise networking and SD-WAN technology and products
• Understanding of SIP communication products and VOIP troubleshooting
• CCNA, Network , or equivalent certification or higher
• Proficiency with Python, Javascript, or similar coding languages
• Telecommunications industry experience
• Prior public trust P2 security clearance