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GCI's IT Systems Engineer II will l everage software to integrate enterprise technologies, cloud solutions, email, telecommunications, and networks into a seamless end-user experience. Apply engineering principles to research, plan, and design solutions that enhance internal communication and efficiency. Support and implement related projects and technologies to meet current and future business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

Application Development and Project Support:

+ Provide technical guidance for projects involving enterprise cloud systems and related applications.

+ Participate in project planning, engineering, design and documentation.

+ Conduct solution/product research, due diligence, and prepare pre-project documentation.

+ Gather requirements and maintain ongoing project documentation as needed.

+ Install and configure hardware and software components.

+ Perform system testing, deployments, and manage “Go-Live” activities, including post-launch support and final release to end-users.

+ Support cloud-based solutions and collaborate with engineering teams.

Application Support:

+ Evaluate existing configurations for efficiency and recommend improvements.

+ Present findings and recommendations to end-users and business units.

+ Provide solutions and alternative options to customers.

+ Train and assist PSAs and Engineers in effective application support.

+ Troubleshoot and resolve end-user incidents and technical issues.

+ Track, update, and close issues using the trouble ticketing system.

+ Implement routine configuration changes per approved requests.

+ Troubleshoot and resolve software and hardware incidents.

+ Test configuration changes in compliance with change management procedures.

+ Support complex software and hardware patches, updates, and upgrades.

+ Generate performance, productivity, and outage reports, including ad hoc reporting as requested.

+ Maintain documentation for systems, infrastructure, training, and support related to existing applications.

+ Highly accountable and results-driven; self-directed with a proactive approach to identifying opportunities and delivering innovative solutions.

+ Skilled at assessing and managing risks, learning from challenges, and applying lessons to future initiatives.

+ Strong conflict resolutions skills, with the ability to build and maintain successful working relationships with leadership, peers, end users, vendors, and other stakeholders.

+ Ability to articulate technical information in presentation/training format in front of internal and external audiences with varying levels of technical understanding.

+ Demonstrated expertise in supporting enterprise-wide communications and collaboration solutions, including public cloud platforms, VoIP, instant messaging (e.g., MS Teams), and content management systems (e.g., SharePoint).

+ Strong knowledge of client/server software environments, database fundamentals, SQL, and reporting tools.

+ Ability to manage, prioritize, and track multiple assignments while meeting deadlines.

+ Ability to deliver projects on time, within scope, and on budget.

+ Proven ability to adhere to IT industry best practices, including ITIL standards.

+ Strong problem-solving skills with the ability to identify and resolve root causes in complex environments.

+ Ability to analyze system change impacts and implement solutions that minimize disruption while ensuring successful outcomes.

+ Intermediate knowledge of:

+ Databases such as SQL, Oracle, and MongoDB.

+ Operating systems including Windows, macOS, Windows Server, UNIX, Android, and iOS.

+ Office productivity applications including Microsoft Word, Excel, PowerPoint, Visio, and Project.

+ Knowledge of Microsoft 365 SaaS services, including but not limited to: OneDrive / SharePoint, Exchange, Teams, M365 Productivity Apps, Entra (Identity), Viva Suite.

COMPETENCIES:

• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

o Highly accountable and results-driven; self-directed with a proactive approach to identifying opportunities and delivering innovative solutions.

o Skilled at assessing and managing risks, learning from challenges, and applying lessons to future initiatives.

• 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.

o Strong conflict resolutions skills, with the ability to build and maintain successful working relationships with leadership, peers, end users, vendors, and other stakeholders.

• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

o Ability to articulate technical information in presentation/training format in front of internal and external audiences with varying levels of technical understanding.

• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.

• CUSTOMER FOCUS - 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 job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

o Demonstrated expertise in supporting enterprise-wide communications and collaboration solutions, including public cloud platforms, VoIP, instant messaging (e.g., MS Teams), and content management systems (e.g., SharePoint).

o Strong knowledge of client/server software environments, database fundamentals, SQL, and reporting tools.

o Ability to manage, prioritize, and track multiple assignments while meeting deadlines.

o Ability to deliver projects on time, within scope, and on budget.

o Proven ability to adhere to IT industry best practices, including ITIL standards.

o Strong problem-solving skills with the ability to identify and resolve root causes in complex environments.

o Ability to analyze system change impacts and implement solutions that minimize disruption while ensuring successful outcomes.

• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.

o Intermediate knowledge of:

• Databases such as SQL, Oracle, and MongoDB.

• Operating systems including Windows, macOS, Windows Server, UNIX, Android, and iOS.

• Office productivity applications including Microsoft Word, Excel, PowerPoint, Visio, and Project.

o Knowledge of Microsoft 365 SaaS services, including but not limited to: OneDrive / SharePoint, Exchange, Teams, M365 Productivity Apps, Entra (Identity), Viva Suite.

Additional Job Requirements:

This is an intermediate level position within the discipline demonstrating broad knowledge and proficiency in areas of responsibility. Performs moderately complex tasks and job duties, receiving general instruction on routine work and new assignments. Works under moderate supervision with latitude for independent judgment. Supports higher level staff in implementing more complex projects.

Essential Duties:

Application Development and Project Support

Application Support

Additional Competencies:

+ Strong knowledge of:

+ Databases such as SQL, Oracle, and MongoDB.

+ Operating systems including Windows, macOS, Windows Server, UNIX, Android, and iOS.

+ Office productivity applications including Microsoft Word, Excel, PowerPoint, Visio, and Project.

+ Intermediate knowledge of Microsoft 365 SaaS services, including but not limited to: OneDrive / SharePoint, Exchange, Teams, M365 Productivity Apps, Entra (Identity), Viva Suite.

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.

+ Bachelor’s degree in engineering, information technology/systems, computer science, or related field. *

+ Minimum of four (4) years of progressively responsible experience with Microsoft 365 SaaS services, systems/applications administration, engineering, or an equivalent technical/administrative support environment. *

Preferred:

+ Experience with Microsoft Defender, Microsoft Purview, Microsoft Azure, Microsoft Power Platform, Microsoft AI, and/or Microsoft Intune.

+ Telecommunications experience.

+ Relevant telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

+ This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

+ Work is primarily sedentary, requiring daily routine computer usage.

+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.

+ Ability to accurately communicate information and ideas to others effectively.

+ Physical agility and effort sufficient to perform job duties safely and effectively.

+ Ability to make valid judgments and decisions.

+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.

+ Must work well in a team environment and be able to work with a diverse group of people and customers.

+ Virtual workers must comply with remote work policies and agreements.

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 the 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.

Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.

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 on 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.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.