NOC Technician- SCFS (Third Shift)

Position Title:  Noc Technician-SCFS (T2)

Role

Provides support in a 24x7x365 Network Operations Center that monitors, resolves, tests, and escalates Network DAS and Small Cell issues to ensure company compliance with customer requirements.

Responsibilities

• Serve as primary support for Small Cell Operations by managing internal and customer devices, performing analysis of alarms, and taking steps to restore service.


• Engage field operations and Tier 2 support for network equipment issues as needed.


•  Respond to client requests and notify clients of network problems and business impacts.


•  Review planned and unplanned changes to network infrastructure.


•  Surveil and monitor the DAS & Small Cell networks by using provided systems and tools to remotely access complex equipment and resolve alarms on these networks. 


• Use provided tools to localize network problems to host or remote equipment.


• Recognize correlation of multiple alarm conditions or tickets to identify root cause and possible resolution.


• Provide and monitor internal communication with Fiber NOC on alarm status and resolutions.


• Provide and monitor external communication with customers of the SCN NOC on alarm statuses and providing updates on escalations.


• Interface with field personnel to verify repairs, testing of alarm systems and documenting resolutions.


•  Basic configuration & troubleshooting of DAS network alarms.


•  Provide first contact for large scale outages and provide feedback on outages for customers, contractors, technicians, and other involved employees.


•  Maintain a working knowledge of all products, processes, and systems associated with the various systems utilized in the SCN NOC.

Expectations

• Knowledge of wireless telecommunications network management systems


• Excellent sense of personal accountability


• Excellent customer service skills with strong problem-solving skills


• Proficient with Microsoft Office and the ability to learn specialized system tools


•  Skilled at completing tickets for maintenance purposes


•  Ability to multi-task in a fast-paced environment


•  Detail oriented with strong written and verbal skills


•  Self-motivated with the ability to make critical decisions


• Knowledge of wireless communications is a plus

Education/Certifications

• Associate degree or equivalent technical training in electronics or IT 

Experience/Minimum Requirements 

• Three (3) to Five (5) years of customer service and/or service dispatch experience


• Telecommunication and wireless experience preferred
  

Organizational Relationship :

Reports to:  Supervisor, Noc- Network 

Working Conditions: This role falls into our hybrid work model working 8-hour days, five days a week and some weekends.  There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.   

3^rd shift – 00:00-08:00

Compensation

The salary/hourly range offered for this position is $25.77 - $35.43 per hour. A candidate’s offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location.  Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives. Employees (and their families) are eligible for medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan. Employees will also receive a minimum of 18 days of paid time off each year and 12 paid holidays throughout the calendar year.  

If you are interested in joining our team, please visit the Crown Castle careers site to apply.  We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.