Customer and Network Support Technician

110 Alaska Communications Systems Holdings, Inc.; Anchorage (AK); On-site; USD 62,419 - 70,298; Full time

Job summary

110 Alaska Communications Systems Holdings, Inc. is seeking a Network Technician in Alaska to install, operate, administer, and maintain Digital and VoIP switches, transport systems, DLCs, PBXs, Ethernet switches, cell sites, and central office power systems.

The role monitors performance and availability using network management platforms. Responsibilities include troubleshooting with customers, handling trouble tickets, coordinating with Tier III, and managing communications from report to

Qualifications

• High school diploma.
• Valid driver’s license.
• Vendor-specific training and/or certifications.
• Four (4) years of training in a relevant telephone apprentice program or equivalent experience.
• Two (2) years of experience in the skills and work typically performed by this position.

Responsibilities

• Monitor the network and assist in resolving customer service trouble issues.
• Receive trouble reports from various sources and manage tickets.
• Communicate with customers from report receipt to issue resolution.
• Use systems to isolate issues and escalate to Tier III when needed.
• Operate the Alaska Network Operations Center and resolve Tier II escalations.
• Support ACS products and services across Wireline, Wireless, Enterprise, Internet and Long‑Distance offerings.

Education

High school diploma

Job description

Job Summary

We are unable to support remote international applicants or routinely sponsor work visas.

The compensation range for this job is: $45.31 - $51.03.

Primary duty: Network technician’s primary duties are installation, operation, administration, and maintenance of Digital and VoIP Telephone Switches, Transport Systems (both network and CPE), DLC’s, PBX’s, Ethernet Switches, Cell Sites, Central Office power systems, and the network management platforms used to monitor their performance and availability.

Responsibilities

• Monitor the network and are critical to resolving customer service trouble issues, verifying with customers that their issues are resolved.
• Receive phone calls and accept trouble tickets/reports from our Tier I trouble resolution team, managed and strategic customers, Wireless roaming partners, Tier III workgroups and other sources.
• Manage communication with the customer from the time the report/ticket is received until the issue is resolved.
• Use a variety of systems and tools to isolate the customer’s trouble and either resolve or elevate the issue to the appropriate Tier III resource for resolution.
• Operate the Alaskan Network Operation Center and receive and resolve all Tier II support escalations for ACS products and services.
• Examples of products and services include but are not limited to ACS offerings in Wireline, Wireless, Enterprise, Internet and Long‑Distance suites.

Minimum Education and Experience Required

• High school diploma.
• Valid driver’s license.
• Vendor‑specific training and/or certifications.
• Four (4) years of training in a relevant telephone apprentice program or equivalent experience leading to journeyman‑level performance in this specialty.
• Two (2) years of experience in the skills and work typically performed by this position.
• Travel by air, land, and sea (including commercial and non‑commercial means) to deliver service to customers located in remote areas of Alaska.

Certifications and Licenses Required

• External applicants must successfully pass a pre‑employment suitability assessment and either a DOT or non‑DOT drug test, depending on the position.
• Network technicians outside of Anchorage may be required to perform duties of a Field Technician, which may require a Medical Certification or a Commercial Driver’s License (CDL).

Additional Job Requirements

• External applicants must successfully pass a pre‑employment suitability assessment and drug test.