Network Support Technician II

GCI Communication Corp • Anchorage, AK

2d

About The Position

GCI's Network Support Technician II will provide initial exceptional network technical support to customers experiencing technical events via calls, email, and chat. Handle inquires, 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.

Requirements

• Candidates must reside within 50 miles of Anchorage, Alaska
• 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 two (2) years of experience in a customer service or call center environment.
• 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.
• Excellent verbal and written communication skills.
• Exceptional customer service skills.
• Ability to work independently and as a member of a team.

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.
• Knowledge and operating skills in legacy and mainstream operating systems.

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.
• 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.
• 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 to Tier III.
• Mentor and support junior technicians.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees