Network Support Specialist

1 month ago

Anchorage, Alaska, United States GCI Communication Corp Full time
Job Title: Network Support Technician III

GCI's Network Support Technician III plays a critical role in providing exceptional network technical support to customers experiencing technical events via calls, email, and chat. This position requires a high level of technical expertise and customer service skills to troubleshoot and resolve complex technical issues.

Key Responsibilities:
  • Provide technical support and customer education via inbound calls, chat, in writing, instant messaging, or email in an efficient and professional manner.
  • Follow established procedures, implement escalation processes, and event management by working directly with the GCI Account team, customers, and higher Network tier support as required.
  • Take ownership of incidents, service requests, and dispatches, providing basic support and troubleshooting, such as password resets, break / fix instructions, ticket routing, and escalation to Tier II and Tier III support.
  • Mentor and support junior technicians, providing guidance and instructions to diagnose and resolve technical issues.
  • Function as a subject matter expert (SME) for solving difficult issues, troubleshooting, configuration, administration, and repair of server, network, infrastructure, email, file shares, and other network infrastructure issues.
Requirements:
  • 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.
Working Conditions:

This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed. 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.

GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

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