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.

This Technician role is eligible for a $2,500 Hiring Bonus for new hires!

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).

Level Definition

Position Title: Field Service Technician I

Grade: T03

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.

  Required at ALL Levels

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 to 40 feet 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 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 is 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.

• Subject to adverse weather and driving conditions.

• Ability to tolerate temperature and weather extremes found in the Alaskan arctic environment (fumes and odors, dust, low light conditions, rain, sleet, snow, hail, wind, temperature extremes).

• 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.

• 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 assist other systems personnel.

• 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.

  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 above information in 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.