Lead Network Support Technician

GCI Communication Corp•Anchorage, AK

1d•Remote

About The Position

GCI's Network Support Technician Lead will provide initial exceptional network technical support to customers experiencing technical events via calls, email, and chat. Handle inquiries, troubleshoot technical related issues, and process service requests. Proactively monitor and respond to network alerts, working as the customer's advocate. Coordinate maintenance and installation activities that may impact services; detect, act upon, and track all problems. Provide answers to questions, resolve routine inquiries, and triage/escalate complex issues to a higher tier of support. Customers include external and internal customers, vendors, and 3rd party call centers. This is a lead role within the Network Support Technician discipline. Responsible for mentoring and supporting junior technicians. Assign and coordinate event management, ensuring timely notifications; assign work tasks to junior technicians. Provide technical assistance, certify that procedures are followed, provide training, assist in escalations, and troubleshoot to resolve issues. Provide directions on procedures for installation, configuration, and best practices following department guidelines. Must have the ability to work on the most complex task escalations. Complete assignments on time with little to no assistance under minimal supervision.

Requirements

Candidates must reside within 50 miles of Anchorage, Alaska
High School diploma or equivalent.
Minimum of five (5) years of combined work experience in technical customer service, helpdesk, LAN/WAN Networking, Telecommunications.
Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.
Knowledge and operating skills in mainstream operating systems.
Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
Ability to accurately communicate information and ideas to others effectively.
Physical agility and effort sufficient to perform job duties safely and effectively.
Ability to make valid judgments and decisions.
Must work well in a team environment and be able to work with a diverse group of people and customers.
Virtual workers must comply with remote work policies and agreements.
Additional background checks, security checks, and/or participation in a DOT or non-DOT drug and alcohol testing program may be required to satisfy the conditions of a contract or proposed contract with a business partner or client.

Nice To Haves

Associate degree in telecommunications, computer science, electronics or relevant field.
Experience/knowledge of LAN / WAN Networking.
Microsoft, ITIL, CompTIA, Cisco certifications.
Telecommunications experience.
Other telecom industry or job specific certifications.
Video conferencing technology and wireless access point troubleshooting experience is preferred.

Responsibilities

Provide technical support and customer education, via inbound calls, chat, in writing, instant messaging, or e-mail in an efficient and professional timely manner.
Follow established procedures, implement escalation process and event management by working directly with the GCI Account team, customers, and higher Network tier support as required.
Tier I Support: First point of contact via email, phone calls, monitoring, etc. Identify and filter incidents, service requests, dispatches, and provide basic support and troubleshooting, such as password resets, break / fix instructions, ticket routing, and escalation to Tier II and Tier III support.
Gather information to address Tier II and Tier III issues where solutions (processes and procedures) have already been documented.
Tier II Support: First point of contact for escalation. Provide guidance and instructions to Tier I support to diagnose and resolve.
Take ownership of incidents where subject matter expertise and experience is required for diagnosis.
High percentage of resolving break / fix events, troubleshooting, software installations, and hardware repair.
Ability to solve known issues, escalate new issues.
Mentor and support junior technicians.
Tier III Support Troubleshooting, configuration, administrator, and an expert in one or more of the technologies that include the repair of server, network, infrastructure, email, file shares, and other network infrastructure issues.
Functions as a subject matter expert (SME), for solving difficult issues, mentor junior technicians and support management.
Assign and coordinate event management, ensuring timely notifications; assign work tasks to junior technicians.
Provide technical assistance, certify that procedures are followed, provide training, assist in escalations, and troubleshoot to resolve issues.
Provide directions on procedures for installation, configuration, and best practices following department guidelines.
Must have the ability to work on the most complex task escalations.
Complete assignments on time with little to no assistance under minimal supervision.