Network Support Technician II

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$2,500 Hiring Bonus!

GCI's Network Support Technician II will provide initial exceptional network technical support to customers experiencing technical events via calls, email, and chat. Handle inquiries, troubleshoot technical related issues, and process service requests. Proactively monitor and respond to network alerts, working as the customer's advocate. Coordinate maintenance and installation activities that may impact services; detect, act upon, and track all problems. Provide answers to questions, resolve routine inquiries, and triage/escalate complex issues to a higher tier of support.

Customers include external and internal customers, vendors, and 3rd party call centers.

• Provide technical support and customer education, via inbound calls, chat, in writing, instant messaging, or e-mail 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.

• 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.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.

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. Communicates all maintenance and installation activities that may impact services provided to customers to detect, act on and track all problems.

• 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.
• 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, upscale new issues to Tier III. Mentor and support junior technicians.

• 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.

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.

• 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.

• This position may require access to reliable transportation for…