Technical Support Specialist II

Locations: Anchorage, Alaska; Kenai, Alaska; Soldotna, Alaska; Fairbanks, Alaska; Juneau, Alaska

Time Type: Full time

Posted: 14 Days Ago

Job Requisition ID: JR100300

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?

This is an on-going posting. Applications will be reviewed year-round for this position and filled as vacancies become available. Please note you may not be contacted immediately. Applications will be actively reviewed for all current and future openings.

Primary Duty

Support internal and external customers with applications, software, and/or hardware.

Examples of Job Duties

• Submit and monitor regular production jobs e.g. Bill cycles, monthly operational reports.
• Answer calls, conduct initial triage and open tickets.
• Plan, schedule, create, maintain and document (ROBOT) scheduled production jobs.
• Notify appropriate contact of system outages or degradation.
• Run diagnostics on servers. Perform other duties as assigned.
• Respond to trouble tickets generated by Help Desk staff to assist internal users with PC related problems.
• Answer and troubleshoot internal customer calls to the Help Desk.
• Install software.
• Provide excellent technical and customer service by answering & troubleshooting customer calls and/or via online chat.
• Provide technical assistance to help customers resolve Internet, wireless, and phone issues.
• Use ticketing system to establish customer account trouble history.
• Create new tickets to document troubleshooting steps taken to resolve customer issues.
• Meet or exceed service level agreements that will provide an outstanding customer experience.
• Work other queue assignments and special projects as assigned, to be accomplished while tech is between customer calls.
• Monitor assigned queues.
• Perform other duties as assigned.

Minimum Qualifications

Minimum Education and Experience Required

High School Diploma or equivalent and a minimum of two years' experience working with PC’s. Basic knowledge of PC software and Microsoft Office.

Preferred Qualifications

One Year of experience in the field of Internet Technical Support.

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.

About Us

For more than 120 years, our team has served Alaskans with critical telecommunication services. As technology becomes increasingly woven into our lives, we’re focused on delivering world-class connectivity solutions to our customers, from family homes to statewide enterprises. With career opportunities across the Last Frontier, our team takes pride in serving customers and giving back to our local communities.

Exciting challenges are in front of us. We’re actively building Alaska’s fastest internet with fiber to the home. In rural Alaska, we’re building a state-of-the-art network to bridge the digital divide for communities that have gone unserved for too long.