Network Support Specialist

3 weeks ago

Anchorage, Alaska, United States GCI Full time
Job Description

GCI's Network Support Technician III will provide exceptional technical support to customers experiencing technical events via calls, email, and chat. The successful candidate will handle inquiries, troubleshoot technical issues, and process service requests. They will also proactively monitor and respond to network alerts, working as the customer's advocate. Additionally, they will coordinate maintenance and installation activities that may impact services, detect, act upon, and track all problems. The ideal candidate will provide answers to questions, resolve routine inquiries, and triage/escalate complex issues to a higher tier of support.

Key Responsibilities
  • Provide technical support and customer education via inbound calls, chat, in writing, instant messaging, or email 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.
  • Support and mentor junior technicians.
  • 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.
  • Take ownership of incidents where subject matter expertise and experience are required for diagnosis.
  • Provide guidance and instructions to Tier I support to diagnose and resolve issues.
  • Troubleshoot, configure, administer, and be 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.
Requirements
  • 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.
  • 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.
Additional Information

This is a high-level position within the Network Support team. The successful candidate will work with minimal supervision performing increasingly more complex tasks, completing assignments on time. They will provide first-level customer support, assist with the resolution of technical and service trouble reporting issues, and function as the customer advocate ensuring all technical problems and issues are resolved or escalated in a timely manner.

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