Quality AssuranceQuality Control Engineer II

• Verifies services delivered to internal & external GCI Technology Services customers meet quality control and network standards for GCI products (i.e. Dedicated Internet Access AdvantageIP Enterprise SIP Managed Voice Managed Wi-Fi Managed Firewall etc.) validates those services delivered are monitored and documentation is up to date and accurate.
• Coordinates with project management engineering team and Service Management Center on a regular basis. Supports and manages escalation events. Develops and updates documentation and support materials mentors junior engineers and technicians.
• Creates and/or revises network drawings.
• Monthly and quarterly metrics and reporting.
• Performs audits of services delivered to customers including all documentation and or drawings.
• Creates and/or updates Quality Assurance/Quality Control Standards.

• ACCOUNTABILITY- Takes ownership for actions decisions and results; openly accepts feedback and demonstrates a willingness to improve.
  • Ability to work independently under time constraints and in an environment with changing priorities and goals; ability to prioritize multiple projects.
• 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 work independently and within a team environment professionally.
• Ability to work in a team environment on maintenance bridges with minimal supervision.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and to communicate technical information effectively verbally to customers contractors utility workers fellow employees and the public in an effective manner with their level of understanding.
  • Ability to facilitate communication across a multi-location department while maintaining a focus on details.
  • High level of interpersonal skills; well-developed written and oral communication skills including active listening skills.
• COMPLIANCE - Follows internal controls; protects company and customer confidential information; abides by GCIs Code of Business Conduct & Ethics. Interprets and accurately applies applicable codes regulations policies procedures guidelines etc.
• CUSTOMER FOCUS - Develops positive rapport with customers. Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
  • Ability to promote teamwork and encourage a professional courteous work ethic.
  • Dedicated to continually improving personal skills and the groups ability to serve the customer.
  • Demonstrated internal and external customer service skills.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings training and other work obligations. Organize assignments equipment and routing to maximize productivity.
• RESULTS Uses a combination of job knowledge initiative sound decision making innovation adaptability and problem solving.
  • Ability to work in stressful situations and maintain focus on proper troubleshooting and maintenance procedures.
  • Ability to work independently under time constraints and in an environment with changing priorities and goals; ability to prioritize multiple projects.
  • Experience working with project deadlines.
  • Ability to provide training to team members on technology.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

Technical Competencies:

• Experienced with quality controls processes and network engineering standards.
• Knowledge of Technology Services customer services network equipment and configuration
• Knowledge of standard network engineering concepts.
• Knowledge of firewalls routers switches voice and/or video hardware network applications and related technologies.
• Experienced with Web based design applications.
• Follows instructions and engineering specifications; creates document updates following engineering change procedures regarding a diverse voice and data telecommunications network.
• Experienced in Layer-2 and Layer-3 data network systems.
• Demonstrated knowledge of IP address nomenclature protocols and routing
• Ability to create and edit network drawings.
• Ability to interpret complex customer network drawings and technical documentation and disseminate to team members.
• Proficient with drawings blueprints schematics and related technical renderings.
• Proficient use of Microsoft applications including Visio Word Excel and Access.
• Experienced with Web based design applications.
• Follows instructions and engineering specifications; creates document updates following engineering change procedures regarding a diverse voice and data telecommunications network.

Additional Job Requirements:

Mid-level position for engineering professionals. Must have a comprehensive understanding of telecommunications operations and functions and be familiar with Engineering functions aspects applicable codes and standards. Receives work assignments of a higher level but also receives general guidance periodic review and direction from the supervisor. Participates in larger projects and can be counted on to complete specific assigned engineering tasks on time and within budgeted costs. Capable of providing technical direction to junior engineers and technicians. Demonstrated time management skills to manage multiple complex projects smoothly and professionally on time and on budget.

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.
• Bachelors degree in Computer Science or related engineering discipline. *
• Minimum of four (4) years of progressive experience in quality assurance and quality control information technology field within a network environment complex project management network design and engineering experience in the field. *

Preferred:

• Graduate Degree in Engineering.
• Telecommunications experience.
• Associate level: CCENT CCT CCNA CCDA JNCIA
• Professional level:CCDE CCIE JNCIE-SP/advanced level PE
• Other telecom industry or job specific certifications.
  • Additional Examples/types of certifications:
• HDI
• Microsoft
• ITIL
• CompTIA

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.