Network Support Technician II

$2,500 Hiring Bonus! GCI's Network Support Technician II will provide initial exceptional network technical support to customers experiencing technical events via calls, email, and chat. Handle inquires, troubleshoot technical related issues, and process service requests. Proactively monitor and respond to network alerts, working as the customer's advocate. Coordinate maintenance and installation activities that may impact services; detect, act upon, and track all problems. Provide answers to questions, resolve routine inquiries, and triage/escalate complex issues to a higher tier of support. Customers include external and internal customers, vendors, and 3rd party call centers.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

COMPETENCIES:

+ Ability to interact with a wide variety of business, operations, and technical staff. + Demonstrated good verbal and written communication skills. + Ability to explain technical activities to customers. + Demonstrated strong customer service skills with attention to detail, active listening, and problem-solving skills. + Demonstrated administrative and organizational skills. + Ability to accurately document procedures and technical processes. + Ability to handle multiple events simultaneously in a fast-paced and ever-changing work environment. + General understanding of Information Technology.

Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.

Knowledge and operating skills in mainstream operating systems.

Additional Job Requirements:

This is a mid-level position within the Network Support team . Works under moderate supervision performing more complex tasks as directed, completing routine assignments on time. Provides first level customer support; assisting with the resolution of technical and service trouble reporting issues. Functions as the customer advocate ensuring all technical problems and issues are resolved or escalated in a timely manner. Communicates all maintenance and installation activities that may impact services provided to customers to detect, act on and track all problems.

Essential Duties:

First point of contact via email, phone calls, monitoring, etc. Identify and filter incidents, service requests, dispatches, and provide basic support and troubleshooting, such as password resets, break / fix instructions, ticket routing, and escalation to Tier II and Tier III support. Gather information to address Tier II and Tier III issues where solutions (processes and procedures) have already been documented.

Additional Competencies:

Minimum Qualifications:

Required: A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis*

Minimum of two (2) years of experience in a customer service or call center environment.

Preferred:

Other telecom industry or job specific certifications.

DRIVING REQUIREMENTS :

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.

EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.