About Company
Alaska Communications is the leading provider of advanced broadband and managed IT services for businesses and consumers in Alaska. For over a century, we have been connecting Alaskans to each other and the world, pioneering innovative solutions that empower communities and drive economic growth across the state. We are committed to fostering a culture of innovation, excellence, and customer satisfaction, constantly striving to deliver reliable, high-speed connectivity and cutting-edge technology solutions. Our team is our greatest asset, and we believe in investing in our employees’ growth, providing a supportive and dynamic work environment where every individual can thrive and make a tangible impact. Join us in our mission to bridge distances and connect futures.
Job Description
Are you a proactive problem-solver with a passion for technology and a talent for exceptional customer service? Alaska Communications is seeking a dedicated and technically proficient Technical Support Officer to join our remote IT team. In this pivotal role, you will be the first point of contact for our customers and internal teams, providing expert assistance and resolution for a wide array of technical issues related to our broadband services, managed IT solutions, and general network connectivity. This remote position offers the flexibility to work from your home office while being an integral part of a collaborative and supportive team dedicated to maintaining high standards of service and operational excellence.
As a Remote Technical Support Officer, you will diagnose and troubleshoot hardware, software, and network problems, guide users through corrective steps, and escalate complex issues to senior engineers when necessary. Your day-to-day will involve utilizing various remote support tools, meticulously documenting solutions, and ensuring a seamless and positive experience for every interaction. We’re looking for someone who can not only fix problems but also anticipate them, proactively identifying trends and contributing to continuous improvement initiatives. If you are self-motivated, possess excellent communication skills, and are driven by a desire to empower users through technology, this is an outstanding opportunity to advance your career with a company that values innovation and connectivity.
Key Responsibilities
- Provide first-line technical support via phone, email, and chat for broadband, network, software, and hardware issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently, guiding users through step-by-step solutions.
- Utilize remote access tools and diagnostic software to identify and fix issues effectively.
- Accurately document all customer interactions, technical issues, and resolutions in the ticketing system.
- Escalate unresolved issues to appropriate internal teams (e.g., Tier 2 support, network operations) with detailed problem descriptions.
- Proactively monitor system performance and identify potential issues before they impact users.
- Educate customers on best practices, product features, and self-help resources.
- Participate in ongoing training and development to stay current with new technologies and service offerings.
- Contribute to the creation and maintenance of knowledge base articles and troubleshooting guides.
- Adhere to company policies, procedures, and service level agreements (SLAs).
Required Skills
- Minimum 2 years of experience in a technical support or help desk role.
- Strong understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi).
- Proficiency in troubleshooting Windows and macOS operating systems.
- Familiarity with common hardware components and peripheral devices.
- Excellent verbal and written communication skills with a clear and professional demeanor.
- Proven ability to diagnose and resolve technical issues methodically.
- Experience with ticketing systems and remote support software.
- Exceptional customer service skills with a patient and empathetic approach.
- Ability to work independently and manage time effectively in a remote work environment.
- High school diploma or GED.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certifications.
- Experience supporting telecommunications or internet service provider (ISP) products.
- Familiarity with Linux operating systems.
- Experience with ITIL frameworks.
- Knowledge of cloud computing platforms (e.g., Azure, AWS).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Generous paid time off and holidays.
- Opportunities for professional development and career advancement.
- Employee assistance program.
- Work-from-home stipend and equipment.
- Discounted Alaska Communications services.
How to Apply
To apply for this exciting opportunity, please click on the application link below. We look forward to reviewing your qualifications and learning how you can contribute to our team.