Customer and Network Support Technician

Alantra • Anchorage, AK

13d • Onsite

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

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.
• External applicants must successfully pass a pre-employment suitability assessment and either a DOT or non-DOT drug test, depending on position.
• External applicants must successfully pass a pre-employment suitability assessment and drug test.

Nice To Haves

• Network Technicians are normally required to have and maintain vendor specific training and/or certifications.
• Network Technicians outside of Anchorage, may be required to perform duties of a Field Technician, which may require a Medical Certification or a CDL.

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. Examples of products and services include but are not limited to ACS offerings in Wireline, Wireless, Enterprise, Internet and Long-Distance suites.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED