GCI Communication Corp. · 4 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 in Alaska, and they are seeking a Network Support Technician III to deliver exceptional technical support to customers. The role involves troubleshooting network issues, coordinating maintenance activities, and supporting both internal and external customers.
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
Candidates must reside within 50 miles of Anchorage, Alaska
$2,500 Hiring Bonus!
Provide initial exceptional network technical support to customers experiencing technical events via calls, email, and chat
Handle inquiries, 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
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
Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve
Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees – the Basic Principles
Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances
Ability to interact with a wide variety of business, operations, and technical staff
Conveys thoughts and expresses ideas appropriately and professionally
Demonstrated good verbal and written communication skills
Ability to explain technical activities to customers
Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics
Demonstrates commitment to service excellence; gives high priority to customer satisfaction
Demonstrated strong customer service skills with attention to detail, active listening, and problem-solving skills
Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations
Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving
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
Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures
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
This is a high-level position within the Network Support team
Work with minimal supervision performing increasingly more complex tasks, completing assignments on time
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
Tier III Support
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
Outstanding verbal and written communication skills
Exceptional customer service skills
Ability to work independently and as a member of a team
Knowledge and operating skills in legacy and mainstream operating systems
Strong understanding of Information Technology
Advanced technical skills to support platforms and the complexity of customer networks
Video conferencing technology and wireless access point troubleshooting experience is preferred
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
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
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