GCI Communication Corp. · 3 weeks ago
Network Support Technician III
1001 Northway Drive, Anchorage, AK, 99508, US
Full-time
Hybrid
Mid, Senior Level
4+ years expGCI Communication Corp. is a provider of critical services to Alaskans, and they are seeking a Network Support Technician III to deliver exceptional technical support to customers experiencing network issues. The role involves troubleshooting, coordinating maintenance, and acting as a customer advocate to ensure timely resolution of technical problems.
Telecommunications
Responsibilities
Provide technical support and customer education, via inbound calls, chat, in writing, instant messaging, or e-mail in an efficient and professional timely manner
Follow established procedures, implement escalation process and event management by working directly with the GCI Account team, customers, and higher Network tier support as required
Provide first level customer support; assist with the resolution of technical and service trouble reporting issues
Function as the customer advocate ensuring all technical problems and issues are resolved or escalated in a timely manner
Communicate all maintenance and installation activities that may impact services provided to customers to detect, act on, and track all problems
Support and mentor junior technicians
Troubleshooting, configuration, administrator, and an expert in one or more of the technologies that include the repair of server, network, infrastructure, email, file shares, and other network infrastructure issues
Functions as a subject matter expert (SME), for solving difficult issues, mentor junior technicians and support management
Qualification
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
High School diploma or equivalent
Minimum of four (4) years of combined work experience in customer service, helpdesk, LAN/WAN Networking, Telecommunications
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
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
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
Ability to work independently and as a member of a team
Outstanding verbal and written communication skills
Exceptional customer service skills
Strong understanding of Information Technology
Advanced technical skills to support platforms and the complexity of customer networks
Ability to make valid judgments and decisions
Must work well in a team environment and be able to work with a diverse group of people and customers
Preferred
Associate degree in telecommunications, computer science, electronics or relevant field
Experience/knowledge of LAN / WAN Networking
Microsoft, ITIL, CompTIA, Cisco certifications
Telecommunications experience
Other telecom industry or job specific certifications
Video conferencing technology and wireless access point troubleshooting experience
Benefits
$2,500 Hiring Bonus!
Company
GCI Communication Corp.
Hi, we’re glad you’re here! GCI is Alaska’s largest telecommunications provider.
1001-5000 employees
H1B Sponsorship
GCI Communication Corp. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Becky Windt Pearson
Senior Vice President, General Counsel, and Chief Administrative Officer
Daniel Brogan
VP Supply Chain & Chief Procurement Officer
Company data provided by crunchbase