Senior Field Service Technician - (Juneau, AK)

This is a senior level position within the telecommunications field service role, functioning in a lead role with the ability to act as “supervisor” if required. Demonstrated advanced proficiency in all areas of function and specialized knowledge in telecommunications installation, modifications, and test procedures. Acts as the subject matter expert (SME) on site and anticipates and prevents problems and roadblocks before they occur. Performs most complex tasks with little to no assistance and must be able to determine system problems and outages. Performs preventative maintenance, repair, and testing of residential and business wiring, programming, and hook up of consumer electronics equipment, security, video, voice, high-speed data, and telephony. Handles complex installations, applying judgement and initiative in analyzing and resolving problems. Ability to work with minimal to no instruction, determining methods and procedures on new assignments. Works with minimal to no supervision and completes tasks accurately and on time with latitude of judgement.

Perform complex advanced installation, service, disconnects, testing and repair of Video, Voice, and Data services to include:  Perform preventative or corrective maintenance, such as underground cable locates, outage response, rewiring or upgrading cabling and equipment, impairment mitigation, system drive off, and repairs. Organize daily workload and perform work utilizing industry standard test equipment and hand tools to install, maintain, or repair services.  Explain non-technical procedures, equipment operation, answer customer questions, and promote sales of additional services. Evaluate field conditions, perform tests, and measure to determine signal quality. Ensure proper cabling from the tap or demark location to the customer premise equipment.

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, ensure all documentation is updated in a timely manner. Escalate issues as needed to the appropriate department or management team.

Work with senior technicians and respond to outages or other duties as required. Guide, train, and mentor junior technicians.

• Comprehensive knowledge and understanding of system design, city street maps and understand complex network architecture.
• Advanced knowledge and proficiency in complex wiring, troubleshooting, programming, and installation of consumer electronics equipment for security, video, voice, and data services.
• Expert knowledge of company products, services and features offered for video, voice, and data service offerings including features for residential, business, and multi-unit applications or demonstrated background with industry equivalents.
• Ability to receive, understand, implement work orders to completion independently under minimal supervision.
• Capable of programing, operating, and interpreting data from all applicable test equipment required to perform installation, troubleshooting, and repair of residential, business, and multi-unit equipment and facilities.
• Advanced working knowledge of issued monitoring and test equipment.
• Advanced skills to access, navigate, participate in all company database and related reporting programs.
• Comprehensive 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.
• Advanced computer skills including internal service order and repair systems for related service or trouble tickets, updating provisioning and routing requirements.
• Ability to evaluate and calculate drop system, multi-unit, and business design criteria.
• Working knowledge and practical application skill in basic analog electrical and optical delivery method.
• Ability to adequately train and mentor Filed Services technicians on various products and processes.

• Associate degree in electronics or relevant field, telecommunications trade school, or equivalent training.
• Telecommunications experience.
• Experience with Multi-Line Hunt and Directory Number Hunt groups.
• Relevant 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:  

• Subject to adverse weather and driving conditions; Must be able to cope with a remote arctic environment.
• Work includes working inside and outside in typical cold weather conditions.
• Work involves heights up to 40 feet on poles, ladders, and buckets.
• Work performed below overhead construction and in trenches to 10 feet in depth.
• Tasks performed around high-power electrical conductors and gas lines.
• Work areas can be cramped, dark, dusty, damp, wet, stuffy, sticky, smelly, hot and/or cold. 
• May encounter unrestrained animals/pets. 
• High degree of balance, coordination, and strength needed to ascend, descend, and work atop poles, towers, and ladders with tools and equipment safely and routinely. 
• Daily moving, traversing, and positioning self on varied uneven or unstable surfaces such as roofs and in trenches, often hampered by weather elements.
• Safely move, transport, position, install, remove, and maneuver equipment, extension ladders, 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 on a daily basis.
• Visual acuity 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.
• Ability to tolerate temperature and weather extremes found in the Alaskan environment (fumes and odors, dust, low light conditions, rain, sleet, snow, hail, wind, temperature extremes.)
• 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.
• Must be able and willing to work flexible hours including, but not limited to, overtime, on-call, and/or additional time on weekends, holidays, evenings, before or after normal shift hours.
• Travel may be required to perform work in other systems throughout the state.
• Drug Testing: Participation in a DOT or non-DOT drug and alcohol testing program may be required to satisfy conditions of a contract or proposed contract with a business partner or client. This includes pre-employment, random, reasonable suspicion, post-accident, return to duty, and follow-up testing.
• Fitness For: Duty: Ability to pass a pre-employment or return to work physical and fitness for duty examination may be required to satisfy conditions of a contract or proposed contract with a business partner or client.

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. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities 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 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. 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.