NetOps NOC Technician

Granite Background & History

Granite is one of the premier communications services providers 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 $1.8 Billion in revenue with more than2,300 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.

o Granite has been recognized by the Boston Business Journal as one of the "Healthiest Companies" in Massachusetts for the past 14 consecutive years

o 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.

o 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.

o We have been consistently rated a "Fastest Growing Company" by Inc. Magazine.

o Granite was named to Forbes List of America's Best Employers 2022

o Granite was recently named One of Forbes Best Employers for Diversity

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:

As a NOC Technician, you will be responsible for monitoring, troubleshooting, and maintaining our clients' network infrastructure to ensure optimal performance and reliability. Your expertise in SD-WAN networking and Voice over IP operations will be essential in proactively identifying and resolving network issues and implementing appropriate solutions. The ability to work independently and effectively manage a ticket queue is crucial to ensure timely response and resolution of network-related incidents. By joining our team, you will be given the opportunity to develop your technical knowledge along one of three primary practices: Network Security, Enterprise Networking, or Unified Voice and Application support with our internal subject matter experts.

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
• Independently handle a queue of tickets, promptly responding to incidents, requests, and changes while ensuring adherence to service level agreements (SLAs).
• Monitor the performance and health of the network infrastructure, including SD-WAN devices, routers, switches, firewalls, and other network components.

Required Qualifications:

• Bachelor's degree in computer science, information technology, or a related field, or equivalent work experience.
• 1-2 years in a technical support related role, or equivalent experience
• Understanding of networking standards, OSI model, subnetting and routing protocols
• Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex network issues efficiently.
• 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:

• Strong knowledge of SD-WAN technologies and protocols, such as MPLS, BGP, OSPF, VPN, QoS, and traffic engineering.
• Experience managing and troubleshooting firewall solutions, such as Velocloud, Palo Alto, Fortinet, or Juniper.
• CCNA, Network+, or equivalent certification or higher
• Proficiency with Python, Javascript, or similar coding languages
• Telecommunications industry experience
• Prior public trust P2 security clearance