Field Support Agent for Rural Telecommunications

2 weeks ago

Bethel, Alaska, United States GCI Full time
Position Overview

This on-call role is based in a remote Alaskan community and does not offer telecommuting or relocation support.

GCI's Rural Support Agent is responsible for assisting the Rural Network Operations team with routine maintenance of satellite and wireless infrastructure in isolated areas of Alaska. The main clientele includes company installers, technicians, and engineers engaged in Network Operations within these rural settings.

KEY RESPONSIBILITIES:
  • Maintenance Inspections: Conduct monthly site evaluations to ensure security, identify damage, and perform visual checks on equipment.
  • On-Call Tasks:
    • General upkeep of the site, including brush clearing, waste removal, and facility cleaning.
    • Assist traveling personnel and contractors with site access and general labor tasks.
    • Clear snow from satellite dishes.
    • Refuel generators during power outages.
    • Promptly report service interruptions, theft, damage, or weather-related incidents.
    • Technical Assistance: Provide remote support as needed, including basic troubleshooting and equipment swaps under guidance from technical support.
    • Customer Equipment Installation: Set up equipment at customer locations for GCI wireless internet, including mounting and connecting to customer devices.
  • E911 Service Reliability: Ensure compliance with emergency call capabilities, which are critical for public safety and company credibility.
Core Competencies:
  • Commitment to GCI's values of diversity, equity, and inclusion (DEI) in all interactions.
  • ACCOUNTABILITY: Take ownership of actions and results; be dependable and responsive in emergency situations.
  • BASIC PRINCIPLES: Build trust and respect in all interactions, adhering to GCI's Code of Conduct.
  • COLLABORATION: Work effectively with team members to achieve shared goals, maintaining positive relationships.
  • COMMUNICATION: Clearly express ideas and follow instructions professionally.
  • COMPLIANCE: Adhere to internal controls and protect confidential information.
  • CUSTOMER FOCUS: Prioritize customer satisfaction and service excellence.
  • RELIABILITY: Follow through on tasks and demonstrate punctuality.
  • RESULTS: Utilize job knowledge and problem-solving skills to achieve objectives.
  • SAFETY & SECURITY: Support a safe work environment by following safety protocols.
  • 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.
  • Knowledge of satellite telecommunications or microwave transport.
  • Customer service experience.
  • Relevant telecom industry certifications.
DRIVING REQUIREMENTS:
This role requires reliable transportation for occasional travel to job sites and the ability to transport technicians and their equipment.

PHYSICAL DEMANDS AND WORKING CONDITIONS:
  • Work involves both indoor and outdoor activities in cold weather conditions.
  • Ability to lift and move equipment and supplies weighing up to 70 pounds occasionally.
  • High dexterity required for operating hand tools and handling small components.
  • Ability to navigate uneven surfaces and work in various weather conditions.
  • Visual and auditory acuity necessary for equipment operation and safety.
  • Ability to endure extreme temperatures and weather conditions typical of the Alaskan environment.
  • Willingness to work shifts as assigned and operate standard office equipment.
  • Effective communication skills are essential.
  • Physical agility to perform job duties safely and effectively.
  • Flexibility to work additional hours as needed.
  • Ability to collaborate with a diverse team and customer base.
The company operates in a 24/7 environment, providing essential services and may require responses to public health and safety emergencies. Employees may be contacted outside of regular hours for urgent matters.

EEO: GCI is an equal opportunity employer. Qualified candidates are considered for employment 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 job description outlines the general nature and level of work performed by employees in this role. It is not intended to be a comprehensive list of all duties and responsibilities associated with the position.

About Us:

GCI, headquartered in Alaska, has been delivering communication and technology services for over 40 years, serving some of the most remote communities in North America. The company is dedicated to enhancing connectivity and quality of life for Alaskans through innovative solutions.

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