Quality Assurance/Quality Control Engineer II

Job description

GCI's Quality Assurance/Quality Control Engineer II will ensure services delivered to customers meet quality control, network, and telecommunication industry standards.

Collaborates with project management, project engineering, Service Management Center (SMC), and project teams to provide quality service and customer support within the company and/or between business departments that follow telecommunication industry standards using engineering principles.



ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:



+ Verifies services delivered to internal & external GCI Technology Services customers meet quality control and network standards for GCI products (i.e., Dedicated Internet Access, AdvantageIP, Enterprise SIP, Managed Voice, Managed Wi-Fi, Managed Firewall, etc.), validates those services delivered are monitored and documentation is up to date and accurate.

+ Coordinates with project management, engineering team, and Service Management Center on a regular basis.

Supports and manages escalation events.

Develops and updates documentation and support materials, mentors’ junior engineers and technicians.

+ Creates and/or revises network drawings.



+ Monthly and quarterly metrics and reporting.

+ Performs audits of services delivered to customers including all documentation and or drawings.

+ Creates and/or updates Quality Assurance/Quality Control Standards.



COMPETENCIES:



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



+ Ability to work independently, under time constraints, and in an environment with changing priorities and goals; ability to prioritize multiple projects.



+ 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.



+ Ability to work independently and within a team environment, professionally.



+ Ability to work in a team environment on maintenance bridges with minimal supervision.

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

Able to communicate technical information effectively verbally to customers, contractors, utility workers, fellow employees, and the public in an effective manner with their level of understanding.



+ Ability to facilitate communication across a multi-location department while maintaining a focus on details.

+ High level of interpersonal skills; well-developed written and oral communication skills including active listening skills.



+ 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.



+ Ability to promote teamwork and encourage a professional, courteous work ethic.

+ Dedicated to continually improving personal skills, and the group’s ability to serve the customer.

+ Demonstrated internal and external customer service skills.



+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

Organize assignments, equipment, and routing to maximize productivity.

+ RESULTS – Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.



+ Ability to work in stressful situations and maintain focus on proper troubleshooting and maintenance procedures.

+ Ability to work independently, under time constraints, and in an environment with changing priorities and goals; ability to prioritize multiple projects.



+ Experience working with project deadlines.

+ Ability to provide training to team members on technology.



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


Technical Competencies:


+ Experienced with quality controls, processes, and network engineering standards.

+ Knowledge of Technology Services customer services, network equipment, and configuration

+ Knowledge of standard network engineering concepts.

+ Knowledge of firewalls, routers, switches, voice and/or video hardware, network applications and related technologies.

+ Experienced with Web based design applications.

+ Follows instructions and engineering specifications; creates document updates following engineering change procedures regarding a diverse voice and data telecommunications network.



+ Experienced in Layer-2 and Layer-3 data network systems.

+ Demonstrated knowledge of IP address nomenclature, protocols, and routing

+ Ability to create and edit network drawings.

+ Ability to interpret complex customer network drawings and technical documentation and disseminate to team members.

+ Proficient with drawings, blueprints, schematics, and related technical renderings.

+ Proficient use of Microsoft applications including Visio, Word, Excel, and Access.



+ Experienced with Web based design applications.

+ Follows instructions and engineering specifications; creates document updates following engineering change procedures regarding a diverse voice and data telecommunications network.




Additional Job Requirements:

Mid-level position for engineering professionals.

Must have a comprehensive understanding of telecommunications operations and functions and be familiar with Engineering functions, aspects, applicable codes, and standards.

Receives work assignments of a higher level but also receives general guidance, periodic review, and direction from the supervisor.

Participates in larger projects and can be counted on to complete specific assigned engineering tasks on time and within budgeted costs.

Capable of providing technical direction to junior engineers and technicians.

Demonstrated time management skills to manage multiple complex projects smoothly and professionally on time and on budget.

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 Computer Science or related engineering discipline.

*

+ Minimum of four (4) years of progressive experience in quality assurance and quality control, information technology field within a network environment, complex project management, network design and engineering experience in the field.

*


Preferred:


+ Graduate Degree in Engineering.

+ Telecommunications experience.



+ Associate level: CCENT, CCT, CCNA, CCDA, JNCIA

+ Professional level: CCDE, CCIE, JNCIE-SP /advanced level, PE

+ Other telecom industry or job specific certifications.



+ Additional Examples/types of certifications:



+ HDI

+ Microsoft

+ ITIL

+ CompTIA




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 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.



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 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.



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.

Required Skill Profession

Other General