Network Support Technician II
Network Support Technician II
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Salary Not Disclosed
1 Vacancy
Job Description
$2500 Hiring Bonus!
*Candidates must reside within 50 miles of Anchorage Alaska
GCIs 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 customers 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 externaland 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 implementescalation process and event management by working directly with the GCI Account team customers and higher Network tier support as required.
- ACCOUNTABILITY- Takes ownership for actions decisions and results; openly accepts feedback and demonstrates a willingness to improve.
- BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust confidence and respect; adheres to GCIs 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.
- Ability to interact with a wide variety of business operations and technical staff.
- COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
- Demonstrated good verbal and written communication skills.
- Ability to explain technical activities to customers.
- COMPLIANCE - Follows internal controls; protects confidential information; abides by GCIs Code of Business Conduct & Ethics.
- CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
- Demonstrated strong customer service skills with attention to detail active listening and problem-solving skills.
- 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.
- Demonstrated administrative and organizational skills.
- Ability to accurately document procedures and technical processes.
- Ability to handle multiple events simultaneously in a fast-paced and ever-changing work environment.
- General understanding of Information Technology.
- SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
- 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.
Additional Job Requirements:
This is a mid-level position within the Network Support team.Works under moderate supervision performing more complex tasks as directed completing routine assignments on time. Provides first level customer support; assisting with the resolution of technical and service trouble reporting issues. Functions as the customer advocate ensuring all technical problems and issues are resolved or escalated in a timely manner. Communicates all maintenance and installation activities that may impact services provided to customers to detect act on and track all problems.
Essential Duties:
- Tier I Support:
- First point of contact via email phone calls monitoring etc. 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.
- Tier II Support:
- First point of contact for escalation. 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.
Additional Competencies:
- Excellent verbal and written communication skills.
- Exceptional customer service skills.
- Ability to work independently and as a member of a team.
- Knowledge and operating skills in legacy and mainstream operating systems.
Minimum Qualifications:
Required: *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. *
Preferred:
- 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.
DRIVING REQUIREMENTS:
- This position may require access to reliable transportation for occasional travel between retail store locations offices worksites or other locations as needed.
- Work is primarily sedentary requiring daily routine computer usage.
- Ability to work shifts as assigned work in standard office/home office setting and operate standard office equipment.
- Ability to accurately communicate information and ideas to others effectively.
- Physical agility and effort sufficient to perform job duties safely and effectively.
- Ability to make valid judgments and decisions.
- Available to work additional time on weekends holidays before or after normal work hours when necessary.
- Must work well in a team environment and be able to work with a diverse group of people and customers.
- Virtual workers must comply with remote work policies and agreements.
- Additional background checks security checks and/or participation in a DOT or non-DOT drug and alcohol testing program may be required to satisfy the conditions of a contract or proposed contract with a business partner or client.
Required Experience:
IC
Employment Type
Full-Time
