Field Support Agent for Rural Connectivity

1 week ago

Bethel, Alaska, United States GCI Full time
Position Overview

This role is designated for on-call support in remote Alaskan regions and does not accommodate telecommuting or relocation assistance.

GCI's Rural Support Agent plays a crucial role in assisting the Rural Network Operations by performing preventative maintenance on satellite and wireless infrastructure situated in Alaska's rural communities. The primary clientele includes company installers, technicians, and engineers engaged in Network Operations across these areas.

KEY RESPONSIBILITIES:
  • Maintenance Inspections: Conduct monthly site evaluations to ensure security, assess for damage, and perform visual inspections of equipment.
  • On-Call Tasks:
    • General upkeep of the site, including brush clearing, trash removal, and cleaning.
    • Assist traveling personnel and contractors with site access and labor tasks.
    • Clear snow from satellite dishes.
    • Refuel generators during power outages.
    • Promptly report service interruptions, theft, damage, or adverse weather impacts.
    • Technical Assistance: Provide remote support as directed by technical teams, including equipment swaps and basic troubleshooting.
    • Wireless Customer Premise Equipment Installation: Set up equipment at customer locations for GCI wireless internet, ensuring proper mounting and connections.
  • E911 Service Reliability: Ensure the ability to make emergency calls, adhering to critical change management and verification processes to maintain public safety and compliance.
CORE COMPETENCIES:
  • Commitment to GCI's values of diversity, equity, and inclusion, fostering an inclusive work environment.
  • ACCOUNTABILITY: Own actions and results, welcome feedback, and demonstrate reliability in responding to call-out situations.
  • BASIC PRINCIPLES: Build trust and respect through professional interactions, adhering to GCI's Code of Conduct.
  • COLLABORATION: Work effectively with team members to achieve shared goals, maintaining positive relationships even in challenging situations.
  • COMMUNICATION: Clearly express ideas and follow directions professionally.
  • COMPLIANCE: Adhere to internal controls and protect confidential information.
  • CUSTOMER FOCUS: Prioritize customer satisfaction and demonstrate a commitment to service excellence.
  • RELIABILITY: Follow through on tasks as expected and maintain timely attendance.
  • RESULTS: Utilize job knowledge, initiative, and problem-solving skills to achieve outcomes.
  • SAFETY & SECURITY: Support a safe work environment by following safety protocols and security policies.
  • Basic proficiency in computer skills and MS Office applications (e.g., Outlook, Teams, Word, Excel).
MINIMUM QUALIFICATIONS:

Required:
Six months of experience in an arctic environment.

Preferred:
  • High School diploma or equivalent.
  • Experience in electrical, construction, or maintenance fields.
  • Familiarity with satellite telecommunications or microwave transport.
  • Customer service experience.
  • Relevant certifications in the telecommunications industry.
DRIVING REQUIREMENTS:
This position necessitates reliable transportation for occasional travel to job sites and the ability to transport technicians and their equipment.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:
  • Work involves both indoor and outdoor tasks in cold weather conditions.
  • Ability to lift and maneuver equipment weighing up to 70 pounds occasionally, and 50 pounds regularly.
  • High dexterity required for operating hand tools and handling small components.
  • Navigate uneven surfaces and work in adverse weather conditions.
  • Visual and auditory acuity necessary for identifying equipment signals and ensuring safety.
  • Ability to endure temperature extremes typical of the Alaskan arctic environment.
  • Flexibility to work shifts as assigned and operate standard office equipment.
  • Ability to communicate effectively and make sound judgments.
  • Availability for additional hours during weekends and holidays as needed.
  • Collaborate effectively within a diverse team environment.
The company operates in a 24/7 environment, providing essential services and may require employees to respond to emergencies outside of regular hours.

EEO: GCI is an equal opportunity employer, considering qualified applicants without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, disability, veteran status, or any other protected status.

DISCLAIMER: This description is intended to convey the general nature and level of work performed by employees in this role and is not a comprehensive inventory of all duties and qualifications required.

About Us:

GCI, headquartered in Alaska, has over 40 years of experience delivering communication and technology services to remote communities. We are dedicated to connecting the Arctic globally and enhancing the quality of life for Alaskans through innovative solutions.

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