Customer and Network Support Technician

Alaska Communications•Anchorage, AK

35d•$45 - $51

About The Position

At Alaska Communications, we’re committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us? We are unable to support remote international applicants or routinely sponsor work visas. The compensation range for this job is: $45.31 - $51.03 Primary Duty Network technician’s primary duties are installation, operation, administration, and maintenance of Digital and VoIP Telephone Switches, Transport Systems (both network and CPE), DLC’s, PBX’s, Ethernet Switches, Cell Sites, Central Office power systems, and the network management platforms used to monitor their performance and availability. Examples of Job Duties Customer and Network Support Technician (CNST) Responsible for monitoring the network, and are critical to resolving customer service trouble issues and verifying with customers that their issues are resolved. Receive phone calls and accept trouble tickets/reports from our Tier I trouble resolution team, managed and strategic customers, Wireless roaming partners, Tier III workgroups and other sources. Responsible for the customer’s trouble and manages communication with the customer from the time the report/ticket is received until the issue is resolved. Use a variety of systems and tools to isolate the customer’s trouble and either resolve or escalate the issue to the appropriate Tier III resource for resolution. In addition to Tier II customer support responsibilities, the CNST will operate the Alaskan Network Operation Center. Receive and resolve all Tier II support escalations for ACS products and services. Examples of products and services include but are not limited to ACS offerings in Wireline, Wireless, Enterprise, Internet and Long-Distance suites. For more than 120 years, our team has served Alaskans with critical telecommunication services. As technology becomes increasingly woven into our lives, we’re focused on delivering world-class connectivity solutions to our customers, from family homes to statewide enterprises. With career opportunities across the Last Frontier, our team takes pride in serving customers and giving back to our local communities. Exciting challenges are in front of us. We’re actively building Alaska’s fastest internet with fiber to the home. In rural Alaska, we’re building a state-of-the-art network to bridge the digital divide for communities that have gone unserved for too long.

Requirements

High school diploma
Possess and maintain a driver’s license.
Four (4) years training in a relevant telephone apprentice program or equivalent experience leading to journeyman level performance in this specialty, with two (2) years experience in the skills and work this position will typically perform.
Successfully pass a pre-employment suitability assessment and drug test.

Nice To Haves

Vendor specific training and/or certifications.

Responsibilities

Installation, operation, administration, and maintenance of Digital and VoIP Telephone Switches, Transport Systems (both network and CPE), DLC’s, PBX’s, Ethernet Switches, Cell Sites, Central Office power systems, and the network management platforms used to monitor their performance and availability.
Monitoring the network, and are critical to resolving customer service trouble issues and verifying with customers that their issues are resolved.
Receive phone calls and accept trouble tickets/reports from our Tier I trouble resolution team, managed and strategic customers, Wireless roaming partners, Tier III workgroups and other sources.
Responsible for the customer’s trouble and manages communication with the customer from the time the report/ticket is received until the issue is resolved.
Use a variety of systems and tools to isolate the customer’s trouble and either resolve or escalate the issue to the appropriate Tier III resource for resolution.
Operate the Alaskan Network Operation Center.
Receive and resolve all Tier II support escalations for ACS products and services.