Network Support Technician I (Anchorage, Alaska)

GCI Communication Corp•Anchorage, AK

About The Position

The Network Support Technician I provides first-level network technical support to external and internal customers, vendors, and third-party call centers through phone, email, chat, instant messaging, and written channels. The role handles inquiries, troubleshoots routine technical and service issues, processes service requests, monitors and responds to network alerts, and serves as a customer advocate by resolving issues or escalating them promptly. Working under close supervision, the technician follows established procedures and escalation processes, coordinates communications about maintenance and installation activities that may affect customer services, and identifies, acts on, and tracks problems. Tier I work includes being the first point of contact, identifying and filtering incidents, service requests, and dispatches; providing basic troubleshooting such as password resets, break/fix instructions, ticket routing, and escalation to Tier II or Tier III; and assisting with voice-service requests, knowledge-base lookups, and web-based self-service options. The position is entry level and requires a high school diploma or equivalent and at least six months of customer service or call-center experience. Relevant work experience and/or education may substitute for required years on a year-for-year basis. The role may require reliable transportation for occasional travel between locations, the ability to work assigned shifts, and availability for additional hours outside normal work hours, including weekends and holidays, when necessary. Work is primarily sedentary and involves routine computer use in a standard office or home-office setting. Virtual workers must follow remote-work policies and agreements. The company operates 24/7 and may contact employees outside core business hours for emergencies.

Requirements

High school diploma or equivalent.
At least six months of experience in a customer service or call-center environment.
Relevant work experience and/or education may substitute for required years on a year-for-year basis.
Demonstrated verbal and written communication skills, including the ability to explain technical activities to customers.
Strong customer-service skills, including attention to detail, active listening, and problem-solving.
Proficient computer skills and knowledge of Microsoft Office applications such as Outlook, Teams, Word, and Excel.
Knowledge of mainstream operating systems and a general understanding of information technology.
Ability to document procedures and technical processes accurately and handle multiple events in a fast-paced, changing environment.
Administrative and organizational skills and sound judgment and decision-making ability.
Ability to work assigned shifts and additional time on weekends, holidays, or outside normal work hours when necessary.
Ability to work in a team environment and with a diverse group of people and customers.
Ability to work in a standard office or home-office setting and operate standard office equipment.
Ability to communicate information and ideas accurately and effectively.
Physical agility and effort sufficient to perform job duties safely and effectively.
Reliable transportation may be required for occasional travel between retail stores, offices, worksites, or other locations.
Virtual workers must comply with remote-work policies and agreements.

Nice To Haves

Associate degree in telecommunications, computer science, electronics, or a relevant field.
Microsoft, ITIL, CompTIA, or Cisco certifications.
Telecommunications experience.
Other telecommunications-industry or job-specific certifications.

Responsibilities

Provide technical support and customer education through inbound calls, chat, writing, instant messaging, and email.
Respond to customer inquiries, troubleshoot technical and service issues, and process service requests.
Monitor and respond to network alerts and act as the customer advocate to ensure issues are resolved or escalated in a timely manner.
Follow established procedures and escalation and event-management processes, working with the GCI Account team, customers, and higher-tier network support as needed.
Coordinate and communicate maintenance and installation activities that may affect customer services; detect, act on, and track problems.
Serve as the first point of contact and identify and filter incidents, service requests, and dispatches.
Provide basic support and troubleshooting, including password resets, break/fix instructions, ticket routing, and escalation to Tier II and Tier III support.
Ensure required information is captured for Tier II and Tier III issues when solutions are documented.
Support voice-service requests, use knowledge-base resources, and direct customers to web-based self-service solutions.
Accurately document procedures and technical processes and enter or retrieve information in company databases or equivalent systems.
Work effectively with colleagues and customers, including diverse groups and business, operations, and technical staff.
Follow workplace safety, security, confidentiality, and business conduct requirements.