Lead Network Support Tech

Salary: $50,000 - 75,000 per year Requirements:

• We require a high school diploma or equivalent.
• We require at least five years of combined experience in technical customer service, help desk support, LAN/WAN networking, or telecommunications.
• We may consider an equivalent mix of education and relevant experience on a year-for-year basis.
• We prefer an associate degree in telecommunications, computer science, electronics, or a related discipline.
• We prefer experience and knowledge of LAN/WAN networking.
• We prefer certifications such as Microsoft, ITIL, CompTIA, or Cisco credentials.
• We prefer telecommunications experience and other job-related telecom certifications.
• We need strong verbal and written communication skills.
• We need excellent customer service abilities, active listening, attention to detail, and problem-solving skills.
• We need administrative and organizational strength, plus the ability to document procedures and technical processes accurately.
• We need proficiency with computers and Microsoft Office tools, including Outlook, Teams, Word, and Excel.
• We need familiarity with mainstream and legacy operating systems.
• We need a solid understanding of information technology and advanced technical skills supporting customer network platforms.
• Video conferencing technology and wireless access point troubleshooting experience is preferred.

• We provide prompt technical support and customer education through phone, chat, written communication, instant messaging, and email.
• We handle inquiries, troubleshoot technical issues, and process service requests.
• We monitor network alerts proactively, respond to events, and act as the customer advocate.
• We coordinate maintenance and installation activities that may affect service and track issues through resolution.
• We triage complex incidents and escalate them to higher support tiers when needed.
• We follow established procedures and manage escalation and event workflows with account teams, customers, and network support groups.
• We mentor and support junior technicians, assign work, and help ensure timely notifications.
• We provide technical guidance, training, and assistance with escalations and troubleshooting.
• We support Tier I work by filtering incidents and service requests, delivering basic troubleshooting, routing tickets, and escalating as needed.
• We support Tier II work by guiding Tier I staff, taking ownership of incidents requiring deeper expertise, resolving break/fix events, and handling software and hardware issues.
• We support Tier III work by troubleshooting and configuring network, infrastructure, email, file share, server, and related systems as a subject matter expert.
• We complete assignments on time with minimal supervision and work on the most complex escalations.
• We may work additional hours, including weekends and holidays, when business needs require it.

• Cisco
• Excel
• Hardware
• Support
• ITIL
• LAN
• Network
• Security

More:

We are GCI, an employer committed to serving Alaskans through critical 24/7 operations and a collaborative, customer-focused culture. This lead Network Support Technician role is based near Anchorage, Alaska, and includes a $2,500 hiring bonus for candidates who reside within 50 miles of Anchorage. We value accountability, teamwork, communication, compliance, customer focus, reliability, results, and safety, and we foster an inclusive environment where diverse perspectives are respected and every employee is supported. We also offer opportunities to work in a fast-paced technical setting with exposure to advanced support, mentoring responsibilities, and meaningful service to our community.

last updated 33 week of 2026