Network Support Technician I (Future Opening)

GCI-posted 2 months ago
Entry Level
Remote • Anchorage, AK
1,001-5,000 employees
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
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This posting is to gather interest for the Network Support Technician I. We are not currently hiring, but will be contacting candidates when we have an opening. GCI's Network Support Technician I 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.

  • 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.
  • First point of contact via email, phone calls, monitoring, etc. Identify and filter incidents, service requests, dispatches, and provide basic support and troubleshooting, i.e., password resets, break / fix instructions, ticket routing, and escalation to Tier II and Tier III support.
  • Ensure all required information per processes and procedures for Tier II and Tier III issues where solutions have been documented.
  • Basic customer support including requests for voice services support, knowledge base lookup, and directing customers to self-service web-based solutions.
  • 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.
  • Minimum of six (6) months experience in a customer service or call center environment.
  • Associate degree in telecommunications, computer science, electronics or relevant field.
  • Microsoft, ITIL, CompTIA, Cisco certifications.
  • Telecommunications experience.
  • Other telecom industry or job specific certifications.
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