Customer and Network Support Technician

At Alaska Communications, we’re committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us?

We are unable to support remote international applicants or routinely sponsor work visas.

The compensation range for this job is:

Primary Duty

Network technician’s primary duties are installation, operation, administration, and maintenance of Digital and VoIP Telephone Switches, Transport Systems (both network and CPE), DLC’s, PBX’s, Ethernet Switches, Cell Sites, Central Office power systems, and the network management platforms used to monitor their performance and availability.

Examples of Job Duties

Customer and Network Support Technician (CNST)

• Responsible for monitoring the network, and are critical to resolving customer service trouble issues and verifying with customers that their issues are resolved.

• Receive phone calls and accept trouble tickets/reports from our Tier I trouble resolution team, managed and strategic customers, Wireless roaming partners, Tier III workgroups and other sources.

• Responsible for the customer’s trouble and manages communication with the customer from the time the report/ticket is received until the issue is resolved.

• Use a variety of systems and tools to isolate the customer’s trouble and either resolve or escalate the issue to the appropriate Tier III resource for resolution.  In addition to Tier II customer support responsibilities, the CNST will operate the Alaskan Network Operation Center.

• Receive and resolve all Tier II support escalations for ACS products and services.  Examples of products and services include but are not limited to ACS offerings in Wireline, Wireless, Enterprise, Internet and Long-Distance suites. 

Minimum Education and Experience Required

You must have a high school diploma and must possess and maintain a driver’s license. Network Technicians are normally required to have and maintain vendor specific training and/or certifications.

Network Technicians are required to have four (4) years training in a relevant telephone apprentice program or equivalent experience leading to journeyman level performance in this specialty, with two (2) years experience in the skills and work this position will typically perform. 

This position may travel by Air, Land and Sea by commercial and non-commercial means to deliver service to Alaska Communications Customers located in remote areas of Alaska.

Certifications and Licenses Required

External applicants must successfully pass a pre-employment suitability assessment and either a DOT or non-DOT drug test, depending on position. 

Network Technicians outside of Anchorage, may be required to perform duties of a Field Technician, which may require a Medical Certification or a CDL.

Additional Job Requirements

External applicants must successfully pass a pre-employment suitability assessment and drug test.

We hope you’ll join us as we change lives through technology.