Business Technical Support II

About the team:

Our highly motivated and resilient group is driven by providing a best-in-class Customer Experience while staying true to our Company Values. We embrace a team culture while still maintaining an independent workforce. Challenged daily with the environmental as well as troubleshooting and installation responsibilities we can always look forward to feeling fulfilled that we are working for something larger than ourselves and GTA.

Who we are looking for:

We are in search of a candidate who is dedicated to continuous learning and growth. If you are passionate about technical proficiency and delivering great customer service, this could be for you. We are also looking for someone who is self-motivated and takes initiative while maintaining the ability to be a team player. If you want to make a positive impact with the Business Operations team at GTA apply now!

Still interested? Here’s what the role looks like:

As a Business Technical Support, you will oversee providing technical and network problem resolution to our valued business customers daily. The Business Technical Support are expert problem-solvers who work well under pressure and ability to handle multiple issues simultaneously with minimal supervision. Technicians should also be excellent communicators and enjoy challenges. In addition to these traits, we are looking for applicants with the following skillsets:

Troubleshoot issues related to internet, voice, data circuits (Ethernet, MPLS, DIA),

SIP trunks, and other Business services.

Diagnose and resolve network issues, including latency, packet loss, and

performance degradation.

Perform remote diagnostics on CPE (Customer Premises Equipment), routers, and

modems.

Guide customers through troubleshooting steps or escalate to Tier 2

Investigate and resolve issues on fixed lines, fiber circuits, and wireless

connections.

Work with carrier partners and vendors for troubleshooting last-mile and backbone issues.

Handle service outages, degradation reports, and SLA adherence.

Manage escalated tickets from Tier 1, ensuring prompt resolution within SLAs.

Accurately document all troubleshooting steps, findings, and resolutions in ticketing

system.

Escalate unresolved issues to Tier 2, engineering, or field technicians as needed.

Communicate effectively with customers regarding issue status, ETRs, and

resolution steps.

Perform basic and intermediate provisioning tasks for business services.

Assist with VoIP/SIP trunk configurations, router/firewall settings, and static IP

setups.

Support moves, adds, and changes (MACD) for business customers.

Work with NOC, Field Technicians, and Engineering teams to resolve complex

issues.

Participate in root cause analysis (RCA) for recurring issues.

Potential on-site visits to diagnose and resolve customer issues.

Also responsible for other duties/projects as assigned

Candidates must show:

Ability to promote the Company culture and mission to all employees, vendors, clients and business partners.

Product/Service knowledge: Remains up to date on the latest services and products we provide and has a clear understanding of how each work. Working knowledge of telecom network offerings such as Ethernet, TDM, DSL and Wireless access providers also required.

Customer centric: Puts the customer first and creates a positive experience for the customer by building relationships and maximizing service/product offerings. Stays current with knowledge of products clients require and can foresee their future technology needs

Accountability: Punctual and dependable to meet the needs of our customers. Has the ability to manage multiple projects and prioritize in a fast-paced changing environment.

Critical Thinking and Problem Solving: Has the ability to assess an issue, provide creative solutions, and analyze if the solution was viable.

Organizational support: Ability to follow company policies and procedures in accordance with contract/agreement(s) and Company Goals, completes administrative tasks thoroughly, accurately, promptly, and efficiently as possible with respect to human resources, financial management and profitability.

Technical skills: Constantly strives to increase technical knowledge to improve training tools through latest product knowledge, industry knowledge, and research.

Growth and Learning: Is curious and understands that learning is a lifelong endeavor. You own your learning and development, and you are committed to evolving

This is what you need to have:

High School Diploma or Equivalent/GED with 3 years in a technical support and networking

Clear and concise verbal and written skills for interacting with business customers.

Excellent listening and communication skills, customer service and interpersonal skills with the ability to convey technical information to both technical and nontechnical audience

Excellent problem-solving and multi-tasking skills

Skills with an emphasis on ISP and wireless related technologies including data delivery methods is preferred but not required

A working knowledge of Windows, Mac, iOS and Android operating systems, basic computer networking and MS Office products preferred

Regular, consistent and punctual attendance and can work on-call, nights and weekends when necessary to include holidays.

Possess of, and the ability to obtain and maintain a valid driver license

Site visits to customer as the needs of the business as required

If you are still interested and the values below resonate with you, apply today!

We Build Trust. We Are Respectful. We Are Accountable. We Win Together. We Lead with Care.

Teleguam Holdings LLC dba GTA is an Equal Opportunity Employer

Teleguam Holdings LLC, dba GTA is an Equal Opportunity employer dedicated to building an inclusive and diverse workforce as we see this is critical to the success of our company. Having diverse perspectives, experiences, and skills within our teams allows us to learn from each other and grow as individuals, which leads to better work and outcomes. Through our actions, our goal is to create long term impactful change throughout the company and our island community. However you identify or whatever background you come from, we welcome you to be a part of this change. We ask that you apply to a role that excites you and where you can bring your authentic, best self to work. Keep in mind that all aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Read more about our commitment to these principles in the Department of Labor's EEO notices and Guam Department of Labor notices.

Other applicable federal employment laws include Family Medical Leave Act (FMLA) and Uniform Services employment and Reemployment Act (USERRA).

Accommodations for Applicants with Disabilities

Teleguam Holdings LLC, dba GTA has always worked to provide qualified applicants and employees who are disabled veterans or individuals with disabilities with needed reasonable accommodations in accordance with the ADA. If you have difficulty using our online system due to a disability and need an accommodation, please email us at or call us at .

** This job announcement closes on Friday, May 5, 2025.**