Specialist Sr, Network Support

Essential Duties of Position for all Levels:Technical Operations: Perform ticket management for the lifecycle of events between multiple internal departments and external vendor resources, ensuring to meet KPIs 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 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 Knowledge, Skills and Abilities : Analytical skills 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. Critical/Logical thinking - Ability to identify problems and participate in providing solutions to ensure efficient and quality results. Organizational/Attention to Detail skills 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 process dont comply with department standards and provide alternative suggestions. Excellent oral and written communications 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. Interpersonal skills 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. Technical Knowledge: 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 to customers ant teams managing the events. Knowledgeable/ability of operating in legacy and mainstream operation systems, desirable Skilled in operating Microsoft applications and ticketing platforms Understanding with development of electronic presentation materials, MS Teams, Zoom, Skype and the ability to handle ad-hoc question-and-answer sessions is also desirable. Desirable: 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) Additional: 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. Intermediate technical position within the network control monitor and surveillance discipline; must have a moderate skill set and proficiency; conduct work assignments of increasing complexity; strong understanding of 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 in troubleshooting response and resolution. Provide on-shift surveillance and support to junior and senior level technicians and management. Minimum qualifications: Minimum of four years of combined work experience in technical customer service, helpdesk, LAN/WAN Networking, Telecommunications environment preferred. Experience with business intelligence tools, visualization tools, tableau, or relevant reporting tools desired. High School diploma or equivalent required. Associates Degree in telecommunications, computer science, data management or relevant required. Or 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. Certifications: Industry specific certifications are highly valued and contributes toward education. Preferred certification: ITIL, CCNA (Cisco), Juniper, or SCTE DOCSIS or relevant certification Because GCI is a Federal contractor subject to Executive Order 14042, all GCI employees are required to be fully vaccinated* against COVID-19 as a condition of employment. GCI will consider requests for accommodation if an individuals medical condition, disability, or sincerely held religious belief prohibits receipt of the COVID-19 vaccine Physical Requirements: Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. Clarity of vision to see near, mid-range, and color. Ability to lift and carry up to 25 lbs. Working Conditions: The work area must be quiet and free of distractions. Lighting must be adequate and without glare. Distracting noises should be kept to a minimum. The employees desk must be adequate, designed to safely accommodate the equipment the employee must use, e.g., computer, printer, keyboard, monitor etc. The employee must have reliable connectivity to the internet to access GCI via VPN. Employee workstation must comply with GCIs ergonomics standards. 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 the 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. Background /Security Conditions : (Alyeska Contract) Based on the positions business needs, background and security checks are subject to Level 2 background checks that may include but are not limited to: review of an individuals 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). Driving Requirements (if applicable) : Must maintain and possess a valid drivers license, proof of insurance, and a satisfactory driving record. 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. Disclaimer: The above information on 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, and responsibilities required of employees assigned to this job.

Created: 2025-10-04