Business Technical Support I

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:

Answer inbound calls, emails, and tickets from business customers regarding

service issues.

Perform basic troubleshooting for internet, voice (VoIP/SIP), and data circuits

(Ethernet, MPLS, DIA, TDM, Fiber).

Assist customers with router/modem resets, connectivity checks, and login issues.

Guide customers through basic troubleshooting steps, such as power cycling and checking physical connections.

Run ping, traceroute, and speed tests to identify basic connectivity issues.

Open and document support tickets in systems.

Accurately log customer-reported symptoms, troubleshooting steps, and test

results.

Assign priority levels based on SLA (Service Level Agreement) requirements.

Escalate complex issues to Tier 2 or NOC with detailed troubleshooting notes.

Check network monitoring tools for service alerts affecting business customers.

Notify customers of ongoing network issues, maintenance windows, or outages.

Provide estimated time for resolution (ETR) when available.

Open trouble tickets with underlying carriers for last-mile issues.

Gather circuit IDs, service details, and test results for escalations.

Follow up with carriers and update customers on ticket status.

Assist customers with basic MACD requests, such as IP changes, password resets,

or service reboots.

Forward more complex MACD requests (e.g., circuit reconfigurations) to Level 2.

Provide regular updates to customers on ticket progress.

Ensure responses and resolutions align with SLA commitments.

Maintain a professional and customer-focused approach in all interactions.

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 2 years in a technical support or helpdesk role.

Previous experience in customer support within telecom is a plus.

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 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.**

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:

Answer inbound calls, emails, and tickets from business customers regarding

service issues.

Perform basic troubleshooting for internet, voice (VoIP/SIP), and data circuits

(Ethernet, MPLS, DIA, TDM, Fiber).

Assist customers with router/modem resets, connectivity checks, and login issues.

Guide customers through basic troubleshooting steps, such as power cycling and checking physical connections.

Run ping, traceroute, and speed tests to identify basic connectivity issues.

Open and document support tickets in systems.

Accurately log customer-reported symptoms, troubleshooting steps, and test

results.

Assign priority levels based on SLA (Service Level Agreement) requirements.

Escalate complex issues to Tier 2 or NOC with detailed troubleshooting notes.

Check network monitoring tools for service alerts affecting business customers.

Notify customers of ongoing network issues, maintenance windows, or outages.

Provide estimated time for resolution (ETR) when available.

Open trouble tickets with underlying carriers for last-mile issues.

Gather circuit IDs, service details, and test results for escalations.

Follow up with carriers and update customers on ticket status.

Assist customers with basic MACD requests, such as IP changes, password resets,

or service reboots.

Forward more complex MACD requests (e.g., circuit reconfigurations) to Level 2.

Provide regular updates to customers on ticket progress.

Ensure responses and resolutions align with SLA commitments.

Maintain a professional and customer-focused approach in all interactions.

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 2 years in a technical support or helpdesk role.

Previous experience in customer support within telecom is a plus.

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 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.**