GCI's SMC Comms Specialist I is responsible to monitor and support critical network elements that maintain continuous operation of network and system infrastructure. Perform proactive network status checks as part of surveillance activities to ensure optimum performance. Will work closely with various engineering groups and SMC technicians to develop and implement tools and processes improving capabilities and ensure quality service levels. Review planned and unplanned changes to network infrastructure validating all networks. Meet industry standards and performance goals. Executes the processes and procedures associated with internal and external customer technical communications, including, but not limited to, peer-reviewed incident notifications, After Action Reports, regulatory and compliance, network security, fraud operations, email, ticket management and daily reports.

　　Special Conditions:

　　This role is required to participate in a rotational schedule; function and work as a team to troubleshoot complex company network and customer issues using all required skills to perform the necessary duties; consulting with employees, other departments, and/or management to determine root cause of an incident, outage or failure of services and corrective actions.

　　ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

　　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. Training to enhance the group’s sustainability by shadowing senior group members.

　　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. Develop ability to attend Incident Command bridges and document, communications as outlined in procedures. Create notes that support AAR process.

　　Interact with internal teams and external customers in a professional manner to resolve issues at the lowest level and as timely as possible, procuring status updates.

　　Support development and implement tools and processes to improve capabilities ensuring quality service levels. Provide technical support and assistance to peer specialists.

　　COMPETENCIES:

　　Demonstrated commitment to GCI’s core values of 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 public.

　　ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

　　Ability to manage self and grow to manage teams. Create an effective working environment for self and others for high traffic and/or potential stressful workloads.

　　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.

　　Develop and maintain productive relationships with business leaders across the enterprise and communicate performance against agreed upon service.

　　Must have the ability to successfully interact and collaborate with colleagues, customers, operating and technical staff and other internal company departments.

　　COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

　　Demonstrated technical communication skills; written and verbal. Ability to communicate to all audience levels.

　　Demonstrated ability to discuss complex technical details with extended support staff and translate into non-technical communication.

　　Concise and accurate written documentation required.

　　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.

　　Demonstrated strong customer service skills with attention to detail, active listening, and problem-solving skills.

　　RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

　　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 processes don’t comply with department standards and provide alternative suggestions.

　　RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

　　Strong analytical skills, problem-solving skills and troubleshooting abilities.

　　Demonstrated technically astute, highly organized with the ability to meet deadlines 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, such as using the company intranet and to accurately retrieve and input information into database or equivalent.

　　Knowledge of Smartsheet, Cherwell, and Network Monitoring Systems (NMS).

　　Level Definition

　　Position Title: SMC Comms Specialist I

　　Grade: T05

　　Additional Job Requirements:

　　This is an entry level position working under close supervision.

　　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. Training to enhance the groups sustainability by shadowing senior group members.

　　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. Develop ability to attend Incident Command bridges and document, communications as outlined in procedures. Create notes that support AAR process.

　　Interact with internal teams and external customers in a professional manner to resolve issues at the lowest level and as timely as possible, procuring status updates. 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 peer specialists.

　　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 communications, telecommunications, computer science, electronics, or relevant field. *

　　Minimum of two (2) years’ experience within technical network telecommunication or relevant environment. *

　　Preferred:

　　Experience with business intelligence tools, visualization tools, tableau, or relevant reporting tools.

　　Microsoft, ITIL, CompTIA, Cisco CCNA, or equivalent certifications.

　　Other telecom industry or job specific certifications.

　　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)

　　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:

　　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.

　　Work can be intense and stressful due to time/resource limitations when scheduling multiple tasks with inflexible deadlines.

　　Position is subject to dealing with challenging people and situations.

　　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

　　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 an 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 in 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.