NOC Technician II (Information Technology)

Position Title: NOC Technician II (T2)

Company Summary

Crown Castle is the nation's largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we're the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$70B.

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we're an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.

Role

The NOC Technician will be responsible for monitoring network events, initiate incident, perform high level triage and manage escalations and notifications in a 24 by 7 environment. The position will require direct communication with customers as necessary and work closely with Tier2 organization. The NOC technician is expected to be able to diagnose hardware, software and system issues.

Responsibilities

• Responsible for the 24x7x365 monitoring of all critical systems and answering customer support calls
• Answer customer calls, create tickets and perform initial triage for issue resolution
• Monitor network alarms, create tickets and perform initial triage for issue resolution
• Identify customer impact and urgency
• Resolve the issue if possible by utilizing documented processes and run books
• Escalate/Assign tickets to appropriate internal support teams if the issue cannot be resolved within define guidelines
• Own accountability of the incident ticket until ticket closure by observing ticket progression by continued oversight of the incident for appropriate progression
• Perform direct communications to customers for updates as necessary
• Send all incident updates and notifications to defined recipients (internal engineers, management or external customer) as necessary in accordance to defined notification procedure
• Once incident is deemed resolved, verify and close tickets
• Ensure ticket handover during shift changes in accordance to operations guidelines

Education/Certifications

• High School Diploma or equivalent experience

Experience/Minimum Requirements

• Strong work ethic and multi-tasking ability
• Able to work unsupervised but also utilize direction, supervision, and training effectively
• Excellent analytical problem solving and decision-making abilities
• Strong written and verbal communication skills
• 1-2 years' work experience in telecommunications or similar fields
• Understanding of standard concepts, practices, and procedures within the telecommunications field.
• Experience and understanding of some or all of the following areas: SONET, IP subnetting and layer 2/3 routing, DWDM, dark fiber services
• Experience with some or all of the following equipment platforms: Ciena Optical platforms, Cisco Optical platforms, Infinera, Juniper MX and EX series, MRV switches, Cisco routers and switches
• Understanding of NMS and EMS systems to navigate and troubleshoot efficiently
• Experience with Layer2/3, BGP, IPv6 and/or JUNOS a plus

Reports to: Supervisor NOC Operations

The role is required to be performed in the office 5 days a week. In office attendance is considered an essential function of the role.

2nd shift – 3pm-11pm
8-hour days and some weekends

 

For New York, Colorado, California and Washington residents, the hiring range offered for this position is $ 49,200 - $70,725 annually. In addition to salary, employees are eligible for an annual bonus of up to 15% of their annual salary. 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 18 days of paid time off each year and 12 paid holidays throughout the calendar year.

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Equal Opportunity Employer
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