Field Service Technician I (Future Opening)

$2,500 Hiring Bonus! GCI's Field Service Technician I
will work to represent the company’s service and philosophy,

providing telecommunications installation and servicing of Video, high speed Data and Voice product lines within customers residence and business properties in an efficient and professional manner. The primary customer is “the public” who has purchased and is using company products and services who are considering upgrading/expanding products and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS

• Responsible for installing, servicing, and troubleshooting telecommunications equipment including analog or digital systems for video, voice, and data services from the tap or demark location to the customer's home or office.
• Performs routine service and maintenance and operations on radio frequency / analog / microwave / fiber optic / AC / DC components.
• Refers problems between the demark and headend or distribution center to network technicians.
• Performs disconnects, reconnects or relocating services as instructed and repairs or replaces worn components and faulty connections. Utilizes test equipment to measure adjust signal strength to ensure optimum reception.
• Performs preventative or corrective maintenance, such as underground cable locates, outage response, rewiring or upgrading cabling and equipment, impairment mitigation, system drive off and repairs.
• Communicates with customers on-site and presents additional service offerings.
• Support senior staff technicians and mentor junior technicians with install, test, and repair of custom service orders.
• Responsible for basic vehicle maintenance, truck stock, and follows the company’s safe driving and other applicable policies.

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 general public.

ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. Knowledgeable and responsive to financial accountability for vehicles, inventory (e.g., test equipment), paperwork, and safety procedures to minimize claims.

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 and professionally. Articulates technical information clearly and concisely in written and electronic follow-up reports and work orders; reads and understands system design and city street maps; completes written route sheets.  Verbally communicates technical information to customers, contractors, utility workers, fellow employees, and general public in an effective manner appropriate with all levels of understanding.

COMPLIANCE - Follows internal controls; protects company and customer confidential information; abides by GCI’s Code of Business Conduct & Ethics. Interprets and accurately applies applicable codes, regulations, policies, procedures, guidelines, etc.

CUSTOMER FOCUS - Develops positive rapport with customers. 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 home/business wiring, adjusting, installation, and service of consumer electronics equipment knowledge, initiative, sound decision making, innovation, adaptability, and problem solving. Organizes assignments, equipment, and routing to maximize productivity.

SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

Basic MS Office knowledge (e.g., Outlook, Teams, Word, Excel).

Additional Job Requirements

This is an entry level position within the telecommunications field service role, learning through the company’s certifications, education, and senior technicians. Will gain knowledge of installation, modifications, and test procedures used to install, disconnect, repair video, data, and voice services within customer’s residential and/or business properties. Works under close supervision and work is reviewed by senior staff.

Essential Duties

Basic knowledge and ability to perform installation, service, disconnects, testing and repair of Video, Voice, and Data services to include:

• Related wiring for company and/or customer equipment, explaining non-technical procedures, equipment operation, answering customer questions and promoting sales of additional services.
• Evaluate field conditions, perform tests, and measure to determine signal quality. Ensures proper cabling from the tap or demark location to the customer premise equipment.
• Organizes daily workload and performs work utilizing industry standard test equipment and hand tools to install, maintain, or repair services.
• Performs preventative or corrective maintenance, such as underground cable locates, outage response, rewiring or upgrading cabling and equipment, impairment mitigation, system drive off and repairs.
• Communicate with Dispatch or SMC to update and complete service orders or trouble tickets.
• Assist with new installations and trouble tickets in a timely manner.
• Verify accuracy of written work order, confirm discrepancies, collect payments and customer signatures, ensures all documentation is updated in a timely manner.
• Escalates issues as needed to the appropriate department, or management team.
• Work with senior technicians and respond to outages or other duties as required.

Additional Competencies

• Working knowledge of issued monitoring and test equipment, company products, services, and features offered for video, voice, and data services or demonstrated background with industry equivalents.
• Operate and interpret data from applicable test equipment required to perform installation, troubleshooting, and repair.
• Knowledge of telephone/RF standards, safety codes and terminology as it relates to service orders, repairs tickets, and materials for residential installations and repair desired.
• Basic computer skills.

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.

Minimum of six (6) months in a technical role or related background. *

Upon hire may be required to successfully complete certifications and courses within a defined period, e.g., Defensive Driving, Company on-line Installer, Pole Climbing, AK DOT Bucket Truck, AK DOT approved Flagger Certification.

Depending on location assigned may require six (6) months experience living in an arctic environment.

Preferred

• Associate degree in electronics or relevant field, telecommunications trade school, or equivalent training.
• Telecommunications experience.
• Other telecom industry or job specific certifications.

DRIVING REQUIREMENTS

:

This position requires driving a company-owned vehicle, company provided vehicle, or use of a personal vehicle on behalf of the company. Must possess and maintain a valid driver’s license, proof of insurance, a satisfactory driving record, and successfully complete Defensive Driving course.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS

High degree of balance, coordination, and strength needed to ascend, descend, and work atop poles, towers, ladders, and buckets with tools and equipment at heights up