Network Support Technician I

Location: Anchorage, Alaska, United States

Company

hirify.global provides critical telecommunications and network services to customers in Alaska through a 24/7 operating environment.

What you will do

• Provide first-level technical support and customer education through phone, email, chat, instant messaging, and written communication.
• Identify and filter incidents, service requests, dispatches, and network alerts; provide basic troubleshooting such as password resets and break/fix guidance.
• Route tickets and escalate unresolved or complex issues to Tier II and Tier III support with all required information.
• Monitor and track network problems, coordinate maintenance and installation activities, and communicate potential service impacts.
• Support voice services, use knowledge bases, direct customers to self-service solutions, and act as the customer advocate.

Requirements

• High school diploma or equivalent.
• At least six months of experience in a customer service or call center environment.
• Relevant work experience and/or education may substitute for the required years on a year-for-year basis.
• Strong verbal and written communication, customer service, active listening, attention to detail, problem-solving, administrative, and organizational skills.
• Ability to explain technical activities, document procedures and technical processes, manage multiple events, and work effectively with diverse technical and business staff.
• General understanding of information technology, proficient computer skills, Microsoft Office knowledge including Outlook, Teams, Word, and Excel, and knowledge of mainstream operating systems.
• Ability to work assigned shifts, additional weekends, holidays, or hours before or after normal working hours when necessary.
• Reliable transportation may be required for occasional travel between retail stores, offices, worksites, or other locations.
• Additional background, security, or drug and alcohol testing may be required for certain contracts or business partners.

Nice to have

• Associate degree in telecommunications, computer science, electronics, or a relevant field.
• Microsoft, ITIL, CompTIA, Cisco, telecommunications, or other telecom industry and job-specific certifications.
• Telecommunications experience.

Culture & Benefits

• Full-time role in a 24/7 environment providing critical services to Alaskans.
• Work is primarily sedentary with daily computer use in a standard office or home office setting.
• Virtual workers must comply with remote work policies and agreements.
• Employees may be contacted outside core business hours during emergencies and may need to provide home and cell phone contact numbers.
• Team-oriented environment focused on inclusion, equal opportunity, and serving the Alaskan community.

Hiring process

• Applicants may be subject to additional background checks, security checks, and/or DOT or non-DOT drug and alcohol testing when required by a contract or client.