What are the responsibilities and job description for the NOC Technician position at Crown Castle USA Inc.?
Position Title: NOC Technician (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 ~$100B.
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
Desired Skills & Experience:
- 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 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 – Fiber
Crown Castle is an Equal Opportunity Employer
Crown Castle has a COVID-19 Vaccine Policy in place requiring vaccination by your employment start date, unless approved for an accommodation or otherwise prohibited by law.
Licenses & Certifications
Preferred- Cisco CCNA
Behaviors
Preferred- Team Player: Works well as a member of a group
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Enthusiastic: Shows intense and eager enjoyment and interest
- Dedicated: Devoted to a task or purpose with loyalty or integrity
Motivations
Preferred- Self-Starter: Inspired to perform without outside help
- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
