Job Description
GCI's Network Support Specialist position will monitor and support critical network elements to maintain the continuous operation of the company's network and system infrastructure. Provide on-shift surveillance, management, troubleshooting response and trouble resolution of the company's Telecommunications Network and sold services to provide the highest level of availability, restoring service. Following procedures to identify and validate trouble conditions to take the appropriate course of action to minimize service interruptions. Perform network status checks as part of normal surveillance activities ensuring optimum performance. Working closely with various GCI internal teams to develop and implement tools and processes to improve capabilities and ensure quality service levels and ensuring all networks are meeting industry standards and identified performance goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:
Technical Operations:

• Perform ticket management for the lifecycle of events between multiple internal departments and external vendor resources, ensuring to meet KPI's and the resolution of customer impacting events.
• Requires experience in the network surveillance technical discipline; must have an understanding and working knowledge of network and system operations center and infrastructure within a telecommunications industry. Ability to perform complex assignments on time and within scope under minimal supervision.
• Perform troubleshooting on GCI network events, collaborating with other Operations, Engineering, and Vendor teams with a focus on restoring services to normal operation.
• Follow established principles and systems and procedures, using proper communication and terms to explain a specific field/incident.
• Participate as a team member in a collaborative environment within a diverse workforce. Actively contribute to completion of team goals and assigned tasks with the ability to mentor cross functional teams. Communicate information, ideas, and/or instructions verbally and in writing to technical and non-technical audiences of all level audiences.

Internal/External Communication:

• Communicate in a technical manner to internal and external customers about, but not limited to, current network status, training curricula, regulatory and compliance, network security, fraud operations, email, daily reporting, ticket management and root cause analysis. Duties are performed at various levels within the organization.
• Compile and submit notifications and reports on network status and activity.
• Initiate notifications and escalations to management as determined by protocol.
• Communicate with suppliers, vendors, and other GCI offices as necessary.

Support:

• Mentor and train cross department junior technicians using network events as teaching tools.
• Assist with the preparation and maintenance of training documentation.

COMPETENCIES:

• Demonstrated commitment to GCI's core values of diversity, equity, and inclusion (DEI) by promoting and maintaining an inclusive and equitable work environment for all employees and contractors, and in interactions with customers, vendors, and the public.
• 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 - the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • Ability to train teams on quality systems, work closely and collaboratively to find and adjust processes as needed.
  • Must have the ability to successfully interact and collaborate with colleagues, customers, operating and technical staff and other internal company departments.
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Strong oral and written communication skills, particularly in the ability to communicate with, and understand the needs of, non-technical internal clients are essential.
  • Instinctively senses issues and opportunities.
• Concise and accurate written documentation required.
• 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.
  • Ability to keep track of training, results, documentation, and recommendations.
  • Must be able to reconcile divergent demands and prioritize individual workload.
  • Demonstrated ability to meet deadlines and multi-task in a dynamic, complex, and rapidly changing environment.
  • Ability to recognize when processes don't comply with department standards and provide alternative suggestions.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Strong analytical skills, problem-solving skills and troubleshooting abilities.
  • Must be able to function autonomously on assigned projects with minimal direction.
  • Gather and interpret data, ability to spot trends and notice outliers.
  • Ability to identify problems and participate in providing solutions to ensure efficient and quality results.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

Technical Competencies:

• 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.
• Must be technically astute; understand ITIL Tier Support and abilities.
• Knowledgeable of a Telecommunications Network Call Center environment
• Comprehensive knowledge of Information Technology, i.e. LAN/WAN technologies, internet and/or platforms
• Understanding of tracking and documenting Network events and the impact on customers and teams managing the events.
• Knowledgeable/ability of operating in legacy and mainstream operation systems, desirable.
• Skilled in operating Microsoft applications and ticketing platforms
• Understanding the development of electronic presentation materials, MS Teams, Zoom, Skype and the ability to handle ad-hoc question-and-answer sessions is also desirable.

Level Definition
Position Title: Specialist Network Support
Grade: T04
Additional Job Requirements:
Entry level technical position within the network control monitor and surveillance discipline; must have a basic skill set and proficiency; conduct work assignments as directed; understand telecommunications network technical environment; ability to review planned and unplanned changes to network infrastructure ensure all networks are meeting industry standards and performance goals following all documented procedures and participate troubleshooting response and resolution. Provide on-shift surveillance and support senior level technicians and management.
Essential Duties:
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.
• Associate degree in telecommunications, computer science, electronics, or relevant field. *
• Minimum of two (2) years' experience in technical customer service, helpdesk, LAN/WAN Networking, or telecommunications environment. *

Preferred:

• Experience with business intelligence tools, visualization tools, tableau, or relevant reporting tools.
• Microsoft, ITIL, CompTIA, Cisco CCNA, or equivalent certifications.
• Other telecom industry or job specific certifications.
• Business analysis and/or Project Management skills.
• Genesys Cloud (phone system), Salesforce (CRM), Service Cloud/Remedy/Cherwell (ticketing), Helpscout (email management), Tableau (reporting), Assure1/Orion (Alarm Monitoring), Grafana (Data Presentation Tool)

Required at ALL Levels
DRIVING REQUIREMENTS :

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

• 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.
• Work can be intense and stressful due to time/resource limitations when scheduling multiple tasks with inflexible deadlines. Shift work, overtime and travel is required.
• Position is subject to dealing with challenging people and situations.
• Occasional exposure to Inside/outside work; noise; standing; hot/cold temperatures; vibration; cramped quarters.
• 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.

Background /Security Conditions : (Alyeska Contract) Based on the position's business needs, background and security checks are subject to Level 2 background checks that may include but are not limited to: review of an individual's criminal history; credit check; review of DMV records; a pre-employment drug/alcohol test and participation in a random drug/alcohol testing program. GCI will ensure that background checks are conducted in compliance with all applicable federal and state statutes, such as the Fair Credit Reporting Act (FCRA) and the Americans with Disabilities Act (ADAAA).
The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to an immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law. DISCLAIMER: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
About Us
Headquartered in Alaska with additional locations throughout the U.S., GCI has worked for more than 40 years to deliver communication and technology services to some of the most remote communities and in some of the most challenging conditions in North America. GCI is a pioneer in its field, bringing telemedicine and online education capabilities to communities across the state and continuing efforts to connect the Arctic globally as well as providing strong services to consumer and business markets. GCI's introduction of 1 GIG internet speeds in the state as well as its innovative partnership with Apple are among the countless ways the company has transformed communication and quality of life for Alaskans.

EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.