Lead Network Support Technician

GCI's Network Support Technician Lead

Location:

Candidates must reside within 50 miles of Anchorage, Alaska.

Hiring Bonus: $2,500.

GCI is looking for a Network Support Technician Lead to provide initial exceptional network technical support to customers experiencing technical events via calls, email, and chat. The role involves handling inquiries, troubleshooting technical issues, processing service requests, monitoring network alerts, coordinating maintenance and installation activities, and providing guidance and escalation to higher tiers of support. Customers include external and internal customers, vendors, and third‑party call centers.

• Provide technical support and customer education via inbound calls, chat, email, instant messaging, or written communication in an efficient and professional manner.
• Follow established procedures, implement escalation processes, and manage events 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.
• Collaboration – Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficulty.
• 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.
  • Strong customer service skills with attention to detail, active listening, and problem‑solving.
• Reliability – Consistently follows through on assigned tasks as expected; timely attendance at meetings, training, and other obligations.
• Results – Uses job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Administrative and organizational skills.
  • Accurate documentation of procedures and technical processes.
  • Handles multiple events simultaneously in a fast‑paced 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.
• Technical Proficiency – Proficient computer skills and MS Office knowledge (Outlook, Teams, Word, Excel). Knowledge and operating skills in mainstream operating systems.

This is a lead role within the Network Support Technician discipline. Responsibilities include mentoring and supporting junior technicians, assigning and coordinating event management, ensuring timely notifications, certifying that procedures are followed, providing training, assisting in escalations, and troubleshooting complex issues. Must work independently with minimal supervision.

• Tier I Support – First point of contact via email, phone, monitoring, etc. Identify and filter incidents, service requests, dispatches, provide basic support and troubleshooting (password resets, break/fix instructions), ticket routing, and escalation to higher tiers. Gather information for Tier II and III resolution.
• Tier II Support – First point of contact for escalation. Provide guidance and instructions to Tier I support to diagnose and resolve. Handle incidents requiring subject‑matter expertise. Mentor junior technicians.
• Tier III Support – Specialist in troubleshooting, configuration, and administration for server, network, infrastructure, email, file shares, and other network issues. Acts as subject‑matter expert and mentors junior technicians and management.

• Exceptional verbal and written communication skills.
• Outstanding customer service skills.
• Ability to work independently…