Network Support Specialist

1 week ago

Anchorage, Alaska, United States GCI Full time
Job Description

GCI's Network Support Technician II plays a crucial role in providing exceptional technical support to customers experiencing technical events via calls, email, and chat. This position involves handling inquiries, troubleshooting technical issues, and processing service requests. The successful candidate will proactively monitor and respond to network alerts, working as the customer's advocate. They will also 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.
Competencies:
  • Demonstrated commitment to GCI's core values of diversity, equity, and inclusion (DEI) by promoting and maintaining an inclusive and equitable work environment for all employees and contractors, and in interactions with customers, vendors, and the general public.
  • Accountability - Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
  • BASIC PRINCIPLES - 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.
  • COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • COMMUNICATION - Conveys thoughts and expresses ideas appropriately and professionally.
  • COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
  • CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
  • RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
Level Definition:

This is a mid-level position within the Network Support team. Works under moderate supervision performing more complex tasks as directed, completing routine assignments on time. Provides first-level customer support; assisting with the resolution of technical and service trouble reporting issues. Functions as the customer advocate ensuring all technical problems and issues are resolved or escalated in a timely manner.

Essential Duties:
  • Tier I Support:
  • First point of contact via email, phone calls, monitoring, etc. 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. Gather information to address Tier II and Tier III issues where solutions (processes and procedures) have already been documented.
  • Tier II Support:
  • First point of contact for escalation. Provide guidance and instructions to Tier I support to diagnose and resolve. Take ownership of incidents where subject matter expertise and experience is required for diagnosis. High percentage of resolving break / fix events, troubleshooting, software installations, and hardware repair. Ability to solve known issues, escalate new issues to Tier III. Mentor and support junior technicians.
Additional Competencies:
  • Excellent 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.
Minimum Qualifications:

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 two (2) years of experience in a customer service or call center environment. *
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.
Driving Requirements:
  • This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.
Physical Requirements and Working Conditions:
  • Work is primarily sedentary, requiring daily routine computer usage.
  • Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
  • Ability to accurately communicate information and ideas to others effectively.
  • Physical agility and effort sufficient to perform job duties safely and effectively.
  • Ability to make valid judgments and decisions.
  • Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
  • Must work well in a team environment and be able to work with a diverse group of people and customers.
  • Virtual workers must comply with remote work policies and agreements.
  • Additional background checks, security checks, and/or participation in a DOT or non-DOT drug and alcohol testing program may be required to satisfy the conditions of a contract or proposed contract with a business partner or client.

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