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GCI's UCC Systems Administrator I will p rovide technical and operational support and administration for one or more of the company’s Unified Communications and Collaboration (UCC) systems, including Enterprise contact centers, Enterprise productivity and project tools, and related applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

+ Troubleshoot incidents and problems.

+ Perform routine configuration changes per change requests.

+ Test routine software and hardware configuration changes following established change management processes and procedures.

+ Maintain system, infrastructure, training, and support documentation for existing applications.

+ Support senior staff with software and hardware patches, updates, and upgrades.

+ Support DevOps Manager on design, installations and configurations, system testing, deployments, “Go-Lives” as well as post-Go-Live activities.

+ Participate in the on-call support rotation.

+ Self-directed, takes initiative, seeks out opportunities and innovative solutions.

+ Continuously assesses and accepts risks and able to learn from mistakes.

+ Excellent ability to work within a team where decisions and responsibilities are shared.

+ Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.

+ Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports.

+ Ability to comply with IT industry best practices such as ITIL and Lean/Agile methodology.

+ Ability to discern and resolve the root cause of problems in complex environments.

+ Ability to use critical thinking skills to analyze the impacts of changes on systems and take the necessary steps to ensure successful implementation while minimizing impacts.

+ Ability to support enterprise-wide communication and collaboration solutions such as ACD (Automatic Call Distributor), contact centers (e.g., Genesys Cloud), VoIP within the contact centers, and communication and collaboration tools (e.g., iAsana, Obeya, Atlassian Jira/Confluence).

+ Knowledge of operating systems such as Microsoft (MS) Windows, Apple OSs, MS or Cloud server/VMs, as well as Android and Apple iOS.

+ Knowledge of the telecommunications industry and telephony/ACDs desired.

+ Knowledge of client/server, Cloud software, and Software as a Service (SaaS) environments, and reporting tools.

+ Ability to train users in informal and formal environments.

+ Ability to perform SLA monitoring and conflict resolution.

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

+ Intermediate level knowledge of office productivity applications (e.g., O365, Jira, SharePoint, Microsoft Teams, etc.)

COMPETENCIES:

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

o Self-directed, takes initiative, seeks out opportunities and innovative solutions.

o Continuously assesses and accepts risks and able to learn from mistakes.

• 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 Excellent ability to work within a team where decisions and responsibilities are shared.

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

o Ability to accurately communicate information virtually (i.e., Teams), over the phone, and in-person in a clear and concise manner to a range of audiences.

o Ability to accurately read, write, and respond to business correspondence such as emails, chat messages, policies, procedures, reports.

• 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 Ability to comply with IT industry best practices such as ITIL and Lean/Agile methodology.

o Ability to discern and resolve the root cause of problems in complex environments.

o Ability to use critical thinking skills to analyze the impacts of changes on systems and take the necessary steps to ensure successful implementation while minimizing impacts.

o Ability to support enterprise-wide communication and collaboration solutions such as ACD (Automatic Call Distributor), contact centers (e.g., Genesys Cloud), VoIP within the contact centers, and communication and collaboration tools (e.g., iAsana, Obeya, Atlassian Jira/Confluence).

o Knowledge of operating systems such as Microsoft (MS) Windows, Apple OSs, MS or Cloud server/VMs, as well as Android and Apple iOS.

o Knowledge of the telecommunications industry and telephony/ACDs desired.

o Knowledge of client/server, Cloud software, and Software as a Service (SaaS) environments, and reporting tools.

o Ability to train users in informal and formal environments.

o Ability to perform SLA monitoring and conflict resolution.

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

• 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, such as using the company intranet and to accurately retrieve and input information into databases or equivalent.

o Intermediate level knowledge of office productivity applications (e.g., O365, Jira, SharePoint, Microsoft Teams, etc.)

Additional Job Requirements:

This is an entry level position within the discipline. Receives general instructions on routine work and detailed instructions on new assignments. Work is closely supervised and reviewed for timeliness, accuracy, and following correct procedures.

+ Support the Unified Communications and Collaboration (UCC) systems for the company, including contact centers.

Essential Duties:

Application Support

+ Troubleshoot and resolve customer incidents and problems.

+ Track, update, and resolve all issues via the ticketing and/or workforce management system.

+ Troubleshoot and resolve software and hardware incidents related to supported systems.

+ Perform and test routine software and hardware configuration changes following appropriate change management processes and procedures.

+ Support more senior/experienced staff with software and hardware patches, updates, and upgrades, as necessary.

+ Research and produce performance, productivity, and outage reports as needed.

+ Produce ad hoc reporting as requested.

+ Create and maintain system, infrastructure, training, and support documentation for existing applications where appropriate and post for internal consumption.

Application Development and Project Support

+ Support DevOps Manager on design documentation.

+ Support DevOps Manager on the installation and configuration of hardware and software.

+ Support system testing, deployments, and system “Go-Lives”, as well as post Go-Live support.

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 telecommunications, information technology/systems, computer science, or a relevant field.

+ Minimum of one (1) year of combined experience in systems support administration or an equivalent technical support environment. *

+ Including a minimum of six (6) months of experience with telephony (e.g., PBX, ACD, VoIP, SIP Trunking), or related products systems administration.

Preferred:

+ 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:

+ Occasional travel for business and training purposes is required.

+ 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.