Business Technical Support III

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:

• Resolve escalations from Level 2 related to business circuits, VoIP, SIP trunks, MPLS, Ethernet, and fiber services.


• Investigate chronic service issues, packet loss, jitter, and latency problems.


• Perform deep-dive analysis on network logs, SNMP traps, and Wireshark captures.


• Collaborate with NOC, field engineers, and carrier partners to resolve core network 
  issues.


• Handle escalations related to major outages affecting multiple business customers.


• Conduct Root Cause Analysis (RCA) for recurring or major issues.


• Proactively identify and recommend network optimizations and upgrades.


• Assist with testing and validation of new firmware, patches, and software upgrades.


• Review and implement configuration changes on routers, switches, SBCs, and firewalls (Cisco, Meta, Fortinet).


• Support MACD (Moves, Adds, Changes, Deletes) requests that require advanced 
  configurations.


• Work with engineering teams to validate and test configuration changes before 
  deployment.


• Assist in capacity planning for business network expansions.


• Work with underlying carriers, transport providers, and vendors to resolve last-mile circuit issues.


• Review and analyze carrier-provided test results (loopbacks, BER tests, OTDR scans for fiber faults).


• Engage vendors for hardware/software bug fixes, patches, or replacement equipment.


• Document troubleshooting steps, resolutions, and best practices for future cases.


• Update internal knowledge base (KB) and standard operating procedures (SOPs).


• Train and mentor Level 1 and Level 2 technicians on advanced troubleshooting techniques.
  

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:

• 2 years of college resulting in a associate degree and/or equivalent Professional Technical Certifications focused on the Telcom / Communications Industry for various Core, Access, Transport, Data Center, VoIP and Middleware Applications and Services


• Experience working with ISPs, carriers, or large enterprise environments.


• 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


• 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 [email protected] or call us at (671) 644-0300.

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