Network Support Technician I

GCI Communication Corp•Anchorage, AK

About The Position

GCI's Network Support Technician I provides first-level network technical support to customers reporting technical events through calls, email, chat, and other channels. The role handles inquiries, troubleshoots technical and service issues, processes service requests, monitors and responds to network alerts, and advocates for customers by ensuring problems are resolved or escalated promptly. It also coordinates and communicates maintenance and installation activities that may affect services, and detects, acts on, and tracks problems. This is an entry-level position on the Network Support team, working under close supervision on general tasks and routine assignments. The technician is typically the first point of contact for incidents, service requests, and dispatches; performs basic support and troubleshooting; documents and routes tickets; and escalates complex issues to Tier II or Tier III support. Customers include external and internal customers, vendors, and third-party call centers. The position operates in support of GCI's critical services in a 24/7 environment. Employees may be contacted outside core business hours to respond to emergencies and may need to provide after-hours contact numbers. Work is primarily sedentary and involves daily computer use in a standard office or home-office setting. Virtual workers must comply with remote-work policies and agreements.

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 the total years required on a year-for-year basis.
Good 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.
Ability to interact with a wide variety of business, operations, and technical staff.
Administrative and organizational skills, including the ability to accurately document procedures and technical processes.
Ability to handle multiple events simultaneously in a fast-paced, changing environment.
General understanding of information technology and knowledge of mainstream operating systems.
Proficient computer skills and knowledge of Microsoft Office applications, such as Outlook, Teams, Word, and Excel, including retrieving and entering information in databases or equivalent systems.
Ability to work assigned shifts and operate standard office equipment.
Ability to work effectively in a team and with a diverse group of people and customers.
Ability to accurately communicate information and ideas, make sound judgments and decisions, and perform job duties safely and effectively.
Reliable transportation may be required for occasional travel between retail stores, offices, worksites, or other locations.

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, written communications, instant messaging, and email in an efficient, professional, and timely manner.
Follow established procedures and use the escalation process and event management practices, coordinating with GCI Account teams, customers, and higher-tier Network support as needed.
Serve as the first point of contact for incidents, service requests, and dispatches; identify and filter issues and provide basic support and troubleshooting.
Handle routine tasks such as password resets, break/fix instructions, ticket routing, and escalation to Tier II and Tier III support.
Ensure that required information is captured for Tier II and Tier III issues when documented solutions are unavailable or further support is needed.
Provide basic customer support for voice service requests, look up information in the knowledge base, and direct customers to web-based self-service solutions.
Proactively monitor and respond to network alerts, advocate for customers, and ensure technical problems are resolved or escalated in a timely manner.
Coordinate and communicate maintenance and installation activities that may affect customer services; detect, act on, and track problems.