Lead Network Support Technician

GCI Communication Corp.; Anchorage (AK); On-site; USD 80,000 - 105,000; Full time

Benefits offered by this job

Signing bonus

Job summary

GCI Communication Corp. seeks a Network Support Technician Lead to provide initial exceptional network technical support to customers via calls, email, and chat. Based near Anchorage, you will monitor alerts, coordinate maintenance, and escalate to higher tiers as needed.

The role requires mentoring junior technicians, coordinating event management, and ensuring procedures are followed in a 24/7 environment. A strong IT background and communication skills are essential.

Qualifications

• High School diploma or equivalent is required.
• Minimum of five (5) years of combined work experience in technical customer service, helpdesk, LAN/WAN networking, and telecommunications.
• Associate degree in telecommunications, computer science, electronics or relevant field is preferred.
• Microsoft, ITIL, CompTIA, Cisco certifications are preferred.

Responsibilities

• Tier I–III support duties including incident identification, basic troubleshooting, ticket routing, and escalation as required.
• Mentor junior technicians and coordinate event management.
• Provide guidance and escalation to higher tiers of support; lead and mentor in the Network Support Technician discipline.
• Ensure timely notifications and adherence to procedures; document technical processes.

Skills

Customer service

Networking

Technical support

Troubleshooting

Documentation

Communication

Education

High School diploma or equivalent

Associate degree in telecommunications, computer science, electronics or relevant field

Microsoft ITIL CompTIA Cisco certifications

Tools

MS Office

Job description

GCI's Network Support Technician Lead

Location: Candidates must reside within 50 miles of Anchorage, Alaska.

Hiring Bonus: $2,500.

GCI is looking for a Network Support Technician Lead to provide initial exceptional network technical support to customers experiencing technical events via calls, email, and chat. The role involves handling inquiries, troubleshooting technical issues, processing service requests, monitoring network alerts, coordinating maintenance and installation activities, and providing guidance and escalation to higher tiers of support. Customers include external and internal customers, vendors, and third‑party call centers.

Essential Duties And Responsibilities At All Levels

• Provide technical support and customer education via inbound calls, chat, email, instant messaging, or 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.

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 difficulty.
• 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.
  • Strong customer service skills with attention to detail, active listening, and problem‑solving.
• Reliability – Consistently follows through on assigned tasks as expected; timely attendance at meetings, training, and other obligations.
• Results – Uses job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Administrative and organizational skills.
  • Accurate documentation of procedures and technical processes.
  • Handles multiple events simultaneously in a fast‑paced 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.
• Technical Proficiency – Proficient computer skills and MS Office knowledge (Outlook, Teams, Word, Excel). Knowledge and operating skills in mainstream operating systems.

Additional Job Requirements

This is a lead role within the Network Support Technician discipline. Responsibilities include mentoring and supporting junior technicians, assigning and coordinating event management, ensuring timely notifications, certifying that procedures are followed, providing training, assisting in escalations, and troubleshooting complex issues. Must work independently with minimal supervision.

Tier Responsibilities

• Tier I Support – First point of contact via email, phone, monitoring, etc. Identify and filter incidents, service requests, dispatches, provide basic support and troubleshooting (password resets, break/fix instructions), ticket routing, and escalation to higher tiers. Gather information for Tier II and III resolution.
• Tier II Support – First point of contact for escalation. Provide guidance and instructions to Tier I support to diagnose and resolve. Handle incidents requiring subject‑matter expertise. Mentor junior technicians.
• Tier III Support – Specialist in troubleshooting, configuration, and administration for server, network, infrastructure, email, file shares, and other network issues. Acts as subject‑matter expert and mentors junior technicians and management.

Additional Competencies

• Exceptional verbal and written communication skills.
• Outstanding customer service skills.
• Ability to work independently and as a team member.
• Knowledge of legacy and mainstream operating systems.
• Advanced understanding of Information Technology.
• Advanced technical skills to support platforms and customer network complexity.
• Experience with video conferencing technology and wireless access point troubleshooting is preferred.

Minimum Qualifications

• High School diploma or equivalent.
• Minimum of five (5) years of combined work experience in technical customer service, helpdesk, LAN/WAN networking, and telecommunications.

Preferred Qualifications

• 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

• May require reliable transportation for occasional travel between locations.

Physical Requirements And Working Conditions

• Primarily sedentary work with daily routine computer usage.
• Ability to work shifts as assigned, in standard office/home office setting, and operate standard office equipment.
• Effective communication skills.
• Physical agility and effort sufficient for job duties.
• Judgment and decision‑making ability.
• Availability for additional time on weekends, holidays, or after normal hours when necessary.
• Ability to work in a team environment and with a diverse set of people and customers.
• Virtual workers must comply with remote work policies and agreements.

Additional background checks, security checks, and/or DOT or non‑DOT drug and alcohol testing may be required to satisfy contract conditions.

GCI operates 24/7, providing critical services to Alaskans. Employees may be contacted outside core business hours to respond to emergencies. Emergency after‑hours contact may be required.

EEO Statement

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 protected under applicable state or federal law.

Disclaimer

The above information indicates the general nature and level of work performed by employees within this classification. It is not a comprehensive inventory of all duties, responsibilities, and qualifications required.