Network Support Technician I

About the Role

GCI's Network Support Technician I provides initial exceptional network technical support to customers experiencing technical events via calls, email, and chat. This role handles inquiries, troubleshoots technical issues, processes service requests, and proactively monitors and responds to network alerts. The Technician acts as the customer's advocate, coordinates maintenance and installation activities, and escalates complex issues to higher tiers of support. Customers include external and internal customers, vendors, and third-party call centers.

Responsibilities

• Provide technical support and customer education via inbound calls, chat, email, instant messaging, or other written communication in an efficient and professional manner.
• Follow established procedures, implement escalation processes, and manage events by working directly with the GCI Account team, customers, and higher Network tier support as required.
• Serve as the first point of contact for Tier I support, identifying and filtering incidents, service requests, and dispatches. Provide basic support and troubleshooting, such as password resets, break/fix instructions, ticket routing, and escalation to Tier II and Tier III support.
• Ensure all required information is documented per processes and procedures for Tier II and Tier III issues where solutions have been established.
• Offer basic customer support, including requests for voice services, knowledge base lookups, and directing customers to self-service web-based solutions.
• Proactively monitor and respond to network alerts, acting as the customer’s advocate to resolve or escalate technical problems and issues in a timely manner.
• Communicate all maintenance and installation activities that may impact services to detect, act on, and track all problems.
• Accurately document procedures and technical processes.
• Handle multiple events simultaneously in a fast-paced and ever-changing work environment.

Competencies

• 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 GCI’s Code of Conduct for Employees.
• 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 GCI’s 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.
• Safety & Security: Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

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 six (6) months 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 accurately retrieving and inputting information into databases.
• Knowledge and operating skills in mainstream operating systems.
• General understanding of Information Technology.
• Ability to work shifts as assigned, including additional time on weekends, holidays, or outside 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.
• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

Preferred Qualifications

• Associate degree in telecommunications, computer science, electronics, or a relevant field.
• Microsoft, ITIL, CompTIA, or Cisco certifications.
• Telecommunications experience or other telecom industry-specific certifications.

Physical Requirements and Working Conditions

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work in a standard office or 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.

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.

Pay

$2,500 hiring bonus.