DIA Repair Technician

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:

Responsible for handling On-Network and Off-Network equipment customer calls and guiding clients through LAN/WAN troubleshooting to resolve technical issues in a timely manner.

Duties and Responsibilities:

• Remotely troubleshoot issues on problem calls from Granite Network and wholesale Network customers and field technicians.
• Professionally and accurately handle customer requests including technical and non-technical inquiries.
• Answer routine questions regarding service installation, product features, outages and component-level problems.
• Follow up with customers and internal departments to confirm that issues have been resolved in a timely manner that is satisfactory to the customer.
• Working with the NOC directly as a Level 2 support group for NOC Products.

Required Qualifications:

• 3-5 years in a technical support related role
• CCENT, equivalent certification, or expertise in PRI
• Proven ability to prioritize with a sense of urgency
• Proven problem-solving skills
• Ability to Provide a high level of customer support to improve customer experience
• Ability to use computer and software applications to input and retrieve imformation
• Ability to work well independently and in a team environment
• Bachelor’s Degree or Military Experience
• Must have the ability to be cleared for Secret Clearance P2, or currently hold secret clearance

Preferred Qualifications:

• Understanding of broadband products and their uses
• Telecommunications industry experience
• VOIP/T1 experience
• CCNA Certification