Network Support Technician III

Network Support Technician III

Join to apply for the Network Support Technician III role at GCI Communication Corp.

Candidates must reside within 50 miles of Anchorage, Alaska.

$2,500 Hiring Bonus!

GCI's Network Support Technician III 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, email, or instant messaging in an efficient, professional 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.
• Tier III Support:
  Troubleshooting, configuration, administration, and expert-level knowledge in server, network, infrastructure, email, file shares, and other network infrastructure issues.
• Serve as a subject matter expert (SME) for solving difficult issues, mentor junior technicians, and support management.

• 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.
• Collaboration: Works effectively with others to accomplish common goals; maintains positive relationships even under difficult circumstances.
• Communication: Conveys thoughts and expresses ideas appropriately and professionally; demonstrates good verbal and written communication skills; explains technical activities to customers.
• 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; strong customer service skills with attention to detail, active listening, and problem-solving skills.
• Reliability: Consistently follows through on assigned tasks; 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; demonstrates administrative and organizational skills.
• Safety & Security: Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable security policies and procedures.
• Technical Proficiency: Proficient computer skills and MS Office knowledge; knowledge and operating skills in mainstream operating systems.

This is a high-level position within the Network Support team. Work with minimal supervision, performing increasingly complex tasks, completing assignments on time. Provide first-level customer support; assist with the resolution of technical and service trouble reporting issues. Function as the customer advocate ensuring all technical problems are resolved or escalated in a timely manner. Communicate maintenance and installation activities that may impact services.

Support and mentor junior technicians.

• High School diploma or equivalent.
• Minimum of four (4) years of combined work experience in customer service, helpdesk, LAN/WAN Networking, Telecommunications. (Relevant work experience and/or education may substitute for required months on a year-for-year basis.)

• Associate degree in telecommunications, computer science, electronics or relevant field.
• Experience/knowledge of LAN/WAN Networking.
• Microsoft, ITIL, CompTIA, Cisco certifications.
• Telecommunications…