GCI's SMC Technician I will monitor and support critical network elements to maintain the continuous operation of the company’s network and system infrastructure. Provide on-shift surveillance, management, advanced-level troubleshooting response, and trouble resolution of the company’s Wireless Radio Access Network (RAN) equipment and Core Transport Network in order to provide the highest level of network availability, restoring service. This Technician role is eligible for a $2,500 Hiring Bonus for new hires! ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:
Function and work as a team to troubleshoot complex company network and customer issues using all required skills to perform the necessary duties.
Follow procedures to identify and validate trouble conditions and take the appropriate course of action to minimize service interruptions.
Consult with employees, other departments, and management to determine the root cause of an incident, outage, or failure of services and determine corrective actions.
Perform proactive network status checks as part of normal surveillance activities ensuring optimum performance.
Work closely with various engineering groups, network control, and field technicians to develop and implement tools and processes to improve capabilities and ensure quality service levels.
Ensure all networks meet industry standards and identified performance goals.
Special Conditions: Required to participate in a rotational schedule.COMPETENCIES:
Demonstrated commitment to GCI’s Basic Principles, Mission Statement, Declaration of Principles and diversity, equity, and inclusion (DEI) by promoting and maintaining an inclusive and equitable work environment for all employees and contractors, and in interactions with customers, vendors, and the general public.
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.
Able to handle stressful situations and maintain diplomacy, tact, and concern.
Demonstrated ability to effectively work as a team and work independently to ensure established goals are successful.
COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
Excellent verbal and written communication required.
Must be able to articulate information to technical and non-technical audiences throughout the company, both internal and external 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.
RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
Ability to have a high degree of self-initiative and be able to prioritize and handle multiple tasks with independent decision-making.
RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
Ability to analyze complex, challenging problems and situations leading to optimal solutions with attention to detail.
Knowledge of telecommunications industry network environment and different applications. Preferred DOS/Windows/UNIX/Open view and associated applications.
Ability to remain current in industry best practices of the discipline.
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.
One or more of the following Network disciplines is required for any technician level:Technical Communications:
Broad based working knowledge of interdepartmental and external communication and coordination required.
Experience in drafting multi-focused technical reports for both internal management and external customer distribution preferred.
Ability to work with peers and senior-level technicians to accurately communicate status of GCI’s network assets to stakeholders, including physical facilities, network devices, and current service level availabilities during critical outages and maintenance events.
Demonstrated ability to receive and classify work requests via email, tickets, and/or phone calls and assign tasks on a priority basis to team members of various technical abilities and assignments.
Ability to develop, test, and enrich new processes and procedures; periodically assessing for accuracy and optimization to align with current departmental goals and overlying company mission.
Ability to read, interpret, and contribute to network documentation.
Knowledge of regulatory agencies and requirements around telecommunication incidents such as RCA, FCC, FAA, NORS, and PSAPs preferred.
Knowledge of ITIL framework; specifically Change Management, Service Validation and Testing, and Incident Management.
Wireless Radio Access Network (RAN):
Broad based working knowledge of and ability to maintain cellular systems, transmission facilities, and equipment typically found in a Mobile Telephone Switching Office and Wireless Radio Access Network.
Demonstrated knowledge of Wireless RF concepts such as UMTS/HSPA, GSM/GPRS/EDGE, CDMA/EVDO, LTE and 5G preferred.
Experience with Ericsson and Nortel Wireless Networks preferred.
Understanding of RF propagation principles and cellular theory preferred.
Knowledgeable of transmission facilities including the test, turn up, and troubleshooting of T- 1 and Ethernet circuits required.
Satellite/Microwave RF transmission (RF):
Broad based working knowledge of and ability to maintain satellite modems, microwave radios, PCS equipment, MMDS equipment, and LMDS equipment.
Demonstrated knowledge of RF transmission concepts of multiple access, duplexing, and communications protocols.
Experience operating, maintaining, or installing satellite, microwave, or other wireless networks to preferably include programming, configuring, and troubleshooting.
Understanding of RF transmission principles used in microwave or satellite communications preferred.
FCC license is desired.
Core Transport Network (CORE):
Broad based working knowledge of and ability to maintain complex voice, SONET and IP transport, cable and data networking systems and standards.
Experience with network troubleshooting and corrective maintenance; responding to circuit and facility outages within GCI’s network; isolating outages and working with appropriate technical groups to restore service.
Experience in a wide variety of telecommunications networks to include Force 10/Turin, Cisco ONS, ALU, Calix GPON, BTI, TYCO NEC, Tellabs, ECI, Juniper, and ADTRAN equipment.
Comprehensive understanding of standard operations concepts such as availability, redundancy, reliability, and testing.
Working knowledge of Linux/Unix operating systems.
Ability to diagnosis basic routing problems.
Knowledge of IP address nomenclature and meaning, IP protocols, IP routing, router and switch components and facilities, Communication facilities (fiber, cable, RF, PSTN, T1, ISDN, DDS, etc.) and Communication equipment (CSUs, modems, xDSL, wiring frames, cabling, etc.).
Level DefinitionPosition Title: SMC Technician IGrade: T06Additional Job Requirements:Entry level technical position within the network control monitor and surveillance discipline with a basic skill set and proficiency working under close supervision. Conducts work assignments as directed with an understanding of telecommunications network technical environments. Reviews planned and unplanned changes to network infrastructure ensuring all networks are meeting industry standards and performance goals. Follows all documented procedures and participates in troubleshooting response and resolution. Provides on-shift surveillance and supports senior level technicians and management. Compile and submit notifications and reports on network status and activity. Initiate notifications to management as determined by protocol to ensure the proper operation and maintenance of the company’s network. Monitor the network and associated network elements, investigating and determining the cause of network events and alarms. Perform network troubleshooting and corrective maintenance. Respond to and isolate outages, working with the appropriate technical groups to prevent and/or restore service. Initiate disaster recovery actions as required. Interact with internal teams; the company’s customers and vendors in a professional manner to resolve issues at the lowest level and as timely as possible. Work closely with various engineering and network control technicians to support development and implement tools and processes to improve capabilities ensuring quality service levels. Provide technical support and assistance to senior technicians. Mentor junior technicians as requested. Minimum Qualifications: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.
Associate degree in Telecommunications, Computer Science, or related field.
Minimum of four (4) years of increasing responsibility and experience within a technical network telecommunications environment or related background.
Preferred:
CCNA (Cisco), Juniper, or SCTE DOCSIS certifications.
Telecommunications experience.
Other relevant telecom industry or job specific certifications.
Required at ALL Levels
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:
Position requires working a rotational schedule.
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.
Background /Security Conditions: Based on the position’s business needs, background and security checks are subject to Level 2 background checks that may include but are not limited to: review of an individual’s criminal history, credit check, and review of DMV records. Job candidates may also need to comply with additional State of AK contract requirements. 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).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. EEO: 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 or classification protected under applicable state or federal 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, responsibilities, and qualifications required of employees assigned to this job.