Lead Network Support Technician

About the role

GCI's Network Support Technician Lead provides exceptional network technical support to customers experiencing technical events via calls, email, and chat. The role includes handling inquiries, troubleshooting technical issues, and processing service requests. The candidate must reside within 50 miles of Anchorage, Alaska.

Responsibilities

• Provide technical support and customer education via inbound calls, chat, in writing, instant messaging, or e-mail in an efficient and professional 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.
• 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.
• Provide technical assistance, certify that procedures are followed, provide training, assist in escalations, and troubleshoot to resolve issues.
• Assign and coordinate event management, ensure timely notifications; assign work tasks to junior technicians.
• Troubleshoot, configure, and be an expert in one or more of the technologies that include the repair of server, network, infrastructure, email, file shares, and other network infrastructure issues.
• Functions as a subject matter expert (SME), for solving difficult issues, mentor junior technicians and support management.
• 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.
• 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.

Requirements

• 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 five (5) years of combined work experience in technical customer service, helpdesk, LAN/WAN Networking, Telecommunications.
• Preferred Associate degree in telecommunications, computer science, electronics or relevant field.
• Experience/knowledge of LAN / WAN Networking.
• Microsoft, ITIL, CompTIA, Cisco certifications.
• Telecommunications experience.

Qualifications

• Outstanding verbal and written communication skills.
• Exceptional customer service skills.
• Knowledge and operating skills in legacy and mainstream operating systems.
• Advanced understanding of Information Technology.
• Advanced technical skills to support platforms and the complexity of customer networks.
• Video conferencing technology and wireless access point troubleshooting experience is preferred.

Skills

• Ability to work independently and as a member of a team.
• Ability to work on the most complex task escalations.
• Ability to handle multiple events simultaneously in a fast-paced and ever-changing work environment.
• General understanding of Information Technology.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel).
• Knowledge and operating skills in mainstream operating systems.

Benefits

Commensurate with experience.

Pay

$2,500 Hiring Bonus!

Schedule

Available to work additional time on weekends, holidays, before or after normal work hours when necessary.