Rural Support Agent

GCI Careers

13h

About The Position

GCI's Rural Support Agent will support the Rural Network Operations with preventative maintenance of satellite and wireless company assets located in rural communities of Alaska. The primary customers are company installers, technicians, and engineers supporting Network Operations in the rural communities in Alaska. ESSENTIAL DUTIES AND RESPONSIBILITIES: Maintenance Inspections: Monthly Station check ensuring site is secure, no damage, and equipment has a visual inspection. Specifics below are on an On-Call/ as Needed Basis: General Housekeeping/upkeep of Site: brush clearing, trash removal, sweeping/cleaning of facility. Aid traveling employees and contractors for site access and general labor. Snow removal from satellite dish(es). Generator fueling during power outages. Report service outages, theft, destruction/damage weather events or damage immediately. Technical Support: On Call/Call Out as necessary to provide remote assistance as directed by technical support. Swap basic equipment and complete basic troubleshooting steps with assistance and as directed by technical support. Wireless Customer Premise CPE Installation: Install equipment at customer location for GCI wireless internet to include mounting equipment and connecting to customer computer. E911 Service Reliability & Outage Notification Rules: The ability to make emergency calls is an assumed function of any modern telecommunications network. GCI takes this responsibility seriously. The change management and verification aspect of 911 is especially critical. Failures or negligence in this area have serious implications for public safety, GCI’s credibility, and have resulted in FCC scrutiny and fines.

Requirements

Six (6) months experience living in an arctic environment.
ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. Dependable, and available to respond to call out situation.
BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
COMMUNICATION- Conveys thoughts and expresses ideas appropriately, professionally, effectively and follow directions.
COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
Basic computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel).

Nice To Haves

High School diploma or equivalent.
Electrical, construction or maintenance experince.
Maintenance of satellite telecommunication or microwave transport.
Customer service experience.
Other telecom industry specific certifications and/or job specific certifications.

Responsibilities

Maintenance Inspections: Monthly Station check ensuring site is secure, no damage, and equipment has a visual inspection.
General Housekeeping/upkeep of Site: brush clearing, trash removal, sweeping/cleaning of facility.
Aid traveling employees and contractors for site access and general labor.
Snow removal from satellite dish(es).
Generator fueling during power outages.
Report service outages, theft, destruction/damage weather events or damage immediately.
Technical Support: On Call/Call Out as necessary to provide remote assistance as directed by technical support. Swap basic equipment and complete basic troubleshooting steps with assistance and as directed by technical support.
Wireless Customer Premise CPE Installation: Install equipment at customer location for GCI wireless internet to include mounting equipment and connecting to customer computer.

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