Rural Support Agent

Job Description

GCI's Rural Support Agent will support the Rural Network Operations with preventative maintenance of satellite and wireless company assets located in rural communities of Alaska. The primary customers are company installers, technicians, and engineers supporting Network Operations in the rural communities in Alaska.

• Maintenance Inspections:
  Monthly Station check ensuring site is secure, no damage, and equipment has a visual inspection.
• Specifics below are on an On-Call/ as Needed Basis:
  • General Housekeeping/upkeep of Site: brush clearing, trash removal, sweeping/cleaning of facility.
  • Aid traveling employees and contractors for site access and general labor.
  • Snow removal from satellite dish(es).
  • Generator fueling during power outages.
  • Report service outages, theft, destruction/damage weather events or damage immediately.
  • Technical Support:
    On Call/Call Out as necessary to provide remote assistance as directed by technical support. Swap basic equipment and complete basic troubleshooting steps with assistance and as directed by technical support.
  • Wireless Customer Premise CPE Installation:
    Install equipment at customer location for GCI wireless internet to include mounting equipment and connecting to customer computer.
• E911 Service Reliability & Outage Notification Rules:
  The ability to make emergency calls is an assumed function of any modern telecommunications network. GCI takes this responsibility seriously. The change management and verification aspect of 911 is especially critical. Failures or negligence in this area have serious implications for public safety, GCI’s credibility, and have resulted in FCC scrutiny and fines.

• ACCOUNTABILITY
  - Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. Dependable, and available to respond to call out situation.
• 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, professionally, effectively and follow directions.
• 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.
• Basic computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel).

• Six (6) months experience living in an arctic environment.

• High School diploma or equivalent.
• Electrical, construction or maintenance experience.
• Maintenance of satellite telecommunication or microwave transport.
• Customer service experience.
• Other telecom industry specific certifications and/or job specific certifications.

• This position requires access to reliable transportation for occasional travel, such as to and from the job site and the ability to transport visiting technicians and their equipment to the job site.

• Work includes working inside/outside in typical cold weather conditions.
• Safely move, transport, position, install, remove, and maneuver equipment and supplies of up to 70-pound loads occasionally, up to 50-pounds more regularly, up to 20 pounds frequently.
• High degree of dexterity and coordination to operate hand tools and to connect, separate, and twist multiple smaller items daily.
• Daily moving, traversing, and positioning self on…