Network Support Lead | Mentorship & Escalations

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 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.