Lead Network Support Technician

$2,500 Hiring Bonus!

* Candidates must reside within 50 miles of Anchorage, Alaska

GCI's Network Support Technician Lead will provide initial exceptional network technical support to customers experiencing technical events via calls, email, and chat. Handle inquires, 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

+ 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.

COMPETENCIES:

+ 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.

+ Ability to interact with a wide variety of business, operations, and technical staff.

+ COMMUNICATION
- Conveys thoughts and expresses ideas appropriately and professionally.

+ Demonstrated good verbal and written communication skills.

+ Ability to explain 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.

+ Demonstrated strong customer service skills with attention to detail, active listening, and problem-solving skills.

+ 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.

+ Demonstrated administrative and organizational skills.

+ Ability to accurately document procedures and technical processes.

+ Ability to handle multiple events simultaneously in a fast-paced and ever-changing work environment.

+ General understanding of Information Technology.

+ 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.

+ Knowledge and operating skills in mainstream operating systems.

Additional

Job Requirements:

This is a lead role within the Network Support Technician discipline. Responsible for mentoring and supporting junior technicians. Assign and coordinate event management, ensuring timely notifications; assign work tasks to junior technicians. Provide technical assistance, certify that procedures are followed, provide training, assist in escalations, and troubleshoot to resolve issues. Provide directions on procedures for installation, configuration, and best practices following department guidelines.

Must have the ability to work on the most complex task escalations. Complete assignments on time with little to no assistance under minimal supervision.

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. Mentor and support junior technicians.

+ Tier III Support

+ Troubleshooting, configuration, administrator, and an expert in one or more of the…