GCI's Network Support Technician Lead

GCI’s Network Support Technician Lead 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 customer’s 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 external and internal customers, vendors, and 3rd party call centers. ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

• 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, implement escalation process and event management by working directly with the GCI Account team, customers, and higher Network tier support as required., This is a lead role within the Network Support Technician discipline. Responsible for mentoring and supporting junior technicians. Assign and coordinate event management, ensuring timely notifications; assign work tasks to junior technicians. Provide technical assistance, certify that procedures are followed, provide training, assist in escalations, and troubleshoot to resolve issues. Provide directions on procedures for installation, configuration, and best practices following department guidelines. Must have the ability to work on the most complex task escalations. Complete assignments on time with little to no assistance under minimal supervision.

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. Mentor and support junior technicians.

• Tier III Support
• Troubleshooting, configuration, administrator, and 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.

• 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 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.
• 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., * Outstanding 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.
• 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., 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 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.
• 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.

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.
• 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.