Job DescriptionGCI's Rural Support Agent will support the Rural Network Operations with preventative maintenance of satellite and wireless company assets located in rural communities of Alaska. The primary customers are company installers, technicians, and engineers supporting Network Operations in the rural communities in Alaska. ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Maintenance Inspections: Monthly Station check ensuring site is secure, no damage, and equipment has a visual inspection.
- Specifics below are on an On-Call/ as Needed Basis:
- General Housekeeping/upkeep of Site: brush clearing, trash removal, sweeping/cleaning of facility.
- Aid traveling employees and contractors for site access and general labor.
- Snow removal from satellite dish(es).
- Generator fueling during power outages.
- Report service outages, theft, destruction/damage weather events or damage immediately.
- Technical Support: On Call/Call Out as necessary to provide remote assistance as directed by technical support. Swap basic equipment and complete basic troubleshooting steps with assistance and as directed by technical support.
- Wireless Customer Premise CPE Installation: Install equipment at customer location for GCI wireless internet to include mounting equipment and connecting to customer computer.
- E911 Service Reliability & Outage Notification Rules: The ability to make emergency calls is an assumed function of any modern telecommunications network. GCI takes this responsibility seriously. The change management and verification aspect of 911 is especially critical. Failures or negligence in this area have serious implications for public safety, GCI's credibility, and have resulted in FCC scrutiny and fines.
Competencies
- ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. Dependable, and available to respond to call out situation.
- 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.
- COMMUNICATION- Conveys thoughts and expresses ideas appropriately, professionally, effectively and follow directions.
- 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.
- RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
- SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
- Basic computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel).
Minimum Qualifications Required:
- Six (6) months experience living in an arctic environment.
Preferred:
- High School diploma or equivalent.
- Electrical, construction or maintenance experince.
- Maintenance of satellite telecommunication or microwave transport.
- Customer service experience.
- Other telecom industry specific certifications and/or job specific certifications.
DRIVING REQUIREMENTS:
- This position requires access to reliable transportation for occasional travel, such as to and from the job site and the ability to transport visiting technicians and their equipment to the job site.
PHYSICAL REQUIREMENTS and WORKING CONDITIONS:
- Work includes working inside/outside in typical cold weather conditions.
- Safely move, transport, position, install, remove, and maneuver equipment and supplies of up to 70-pound loads occasionally, up to 50-pounds more regularly, up to 20 pounds frequently.
- High degree of dexterity and coordination to operate hand tools and to connect, separate, and twist multiple smaller items daily.
- Daily moving, traversing, and positioning self on varied uneven or unstable surfaces such as roofs and in trenches, often hampered by weather elements.
- Visual acuity is necessary to identify, inspect, observe, and assess details at near, mid, and far ranges.
- Ability to clearly distinguish colors for driving, identifying cables or other electrical components, and safety signage.
- Auditory acuity necessary to operate equipment; capable of distinguishing between equipment signals and the human voice often amidst background noises, such as wind, rain, and traffic.
- Subject to adverse weather and driving conditions.
- Ability to tolerate temperature and weather extremes found in the Alaskan arctic environment (fumes and odors, dust, low light conditions, rain, sleet, snow, hail, wind, temperature extremes).
- Travel and work outside in typical Alaskan cold weather (-20 to -30F) on satellite antennas.
- Ability to work shifts as assigned, work in standard 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.
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. Diversity, Equity, and Inclusion: : At GCI, we foster a culture of inclusivity by nurturing an environment where the varied perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community as we grow and empower a diverse workforce that provides equitable opportunity for every Trailblazer. 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. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.About UsHeadquartered in Alaska with additional locations throughout the U.S., GCI has worked for more than 40 years to deliver communication and technology services to some of the most remote communities and in some of the most challenging conditions in North America. GCI is a pioneer in its field, bringing telemedicine and online education capabilities to communities across the state and continuing efforts to connect the Arctic globally as well as providing strong services to consumer and business markets. GCI's introduction of 1 GIG internet speeds in the state as well as its innovative partnership with Apple are among the countless ways the company has transformed communication and quality of life for Alaskans. EEO: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or another characteristic protected by law.