Field Service Technician Trainee

GCI Communication Corp•Anchorage, AK

About The Position

GCI's Field Service Technician Trainee represent the company’s service philosophy by assisting customers who have purchased and are using company products and services and/or are considering upgrading or expanding their products and services. Provide telecommunications installation and servicing of Video, high speed Data, and Voice product lines within customer residences and business properties in an efficient and professional manner. This is a trainee level position within the telecommunications field service industry that is expected to attain job knowledge and competency through the company’s certifications, education, and training with higher-level technicians. Supports senior technicians by gaining a basic understanding of installation, modifications, and test procedures used to install, disconnect, and repair video, data, and voice services. Works under close supervision and work is reviewed by senior staff.

Requirements

Candidates must reside within 50 miles of Anchorage, Alaska
ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. Ability to maintain financial accountability for vehicles, inventory (i.e., test equipment), paperwork, and safety procedures to minimize claims.
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 and professionally. Ability to articulate technical information clearly and concisely in written and electronic follow-up reports and work orders and accurately complete written route sheets. Ability to verbally communicate technical information to customers, contractors, utility workers, fellow employees, and the general public in an effective manner appropriate with all levels of understanding.
COMPLIANCE - Follows internal controls; protects company and customer confidential information; abides by GCI’s Code of Business Conduct & Ethics. Ability to interpret and accurately apply applicable codes, regulations, policies, procedures, guidelines, etc.
CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction. Ability to develop positive rapport with customers; demonstrate fair and equitable treatment of fellow employees and customers.
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. Ability to organize assignments, equipment, and routing to maximize productivity. Ability to maintain an understanding of telephone/RF standards, safety codes, and terminology as it relates to service orders, repairs tickets, and materials for residential installations and repair. Ability to read and understand system design and city street maps. Ability to operate issued monitoring and test equipment. Ability to operate and interpret data from applicable test equipment required to perform installation, troubleshooting, and repair. Ability to maintain working knowledge of the Company’s products, services and features offered for video, voice, and data services.
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.
A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis
High School diploma or equivalent.
Upon hire may be required to complete Company on-line Installer, Pole Climbing, AK DOT Bucket Truck, and AK DOT approved Flagger Certification. Additional certifications or successful course completion may be required within a defined period after position acceptance.
Depending on location assigned may require six (6) months experience living in an arctic environment.
This position requires driving a company-owned vehicle, company provided vehicle, or use of a personal vehicle on behalf of the company. Must possess and maintain a valid driver’s license or successfully obtain a valid driver’s license within two (2) months of employment, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course.
Subject to adverse weather and driving conditions; Must be able to cope with a remote arctic environment.
Must be able and willing to work flexible hours including, but not limited to, overtime, on-call, and/or additional time on weekends, holidays, evenings, before or after normal shift hours.
Participation in a DOT or non-DOT drug and alcohol testing program may be required to satisfy conditions of a contract or proposed contract with a business partner or client. This includes pre-employment, random, reasonable suspicion, post-accident, return to duty, and follow-up testing.
Ability to pass a pre-employment or return to work physical and fitness for duty examination may be required to satisfy conditions of a contract or proposed contract with a business partner or client.

Nice To Haves

Six (6) months of general work history.
Telecommunications, technical, or customer service experience.
Relevant telecom industry or job specific certifications.

Responsibilities

Install, service, and troubleshoot telecommunications equipment including analog or digital systems for video, voice, and data services from the tap or demark location to the customer's home or office.
Perform routine service, maintenance, and operations on radio frequency, analog, microwave, fiber optic, and AC/DC components.
Refer problems between the demark and headend or distribution center to network technicians.
Perform disconnects, reconnects, and relocate services as instructed; repair or replace worn components and faulty connections.
Utilize test equipment to measure and adjust signal strength to ensure optimum reception.
Perform preventative or corrective maintenance, such as underground cable locates, outage response, rewiring, or upgrading cabling and equipment, impairment mitigation, system drive off, and repairs.
Communicate with customers on-site and present additional service offerings.
Support senior staff technicians and mentor junior technicians with install, test, and repair of custom service orders.
Responsible for basic vehicle maintenance, truck stock, and following the company’s safe driving and other applicable policies.
Acquire the ability to perform basic installation, service, testing, and repair of Video, Voice, and Data services to include:
Perform preventative or corrective maintenance, such as underground cable locates, outage response, rewiring or upgrading cabling and equipment, impairment mitigation, system drive off, and repairs.
Organize daily workload and perform work utilizing industry standard test equipment and hand tools to install, maintain, or repair services.
Explain non-technical procedures, equipment operation, answer customer questions, and promote sales of additional services.
Evaluate field conditions, perform tests, and measure to determine signal quality.
Ensure proper cabling from the tap or demark location to the customer premise equipment.
Communicate with Dispatch or SMC to update and complete service orders or trouble tickets.
Assist with new installations and trouble tickets in a timely manner.
Verify accuracy of written work order, confirm discrepancies, collect payments and customer signatures, ensure all documentation is updated in a timely manner.
Escalate issues as needed to the appropriate department or management team.
Work with senior technicians and respond to outages or other duties as required.