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NOC Technician at Crown Castle

Posted in Information Technology 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Melville, New York





Job Description:

Company Summary


At Crown Castle, we work around the country to build and maintain the infrastructure behind the world’s most revolutionary technologies. Our portfolio of communications infrastructure (towers, small cells, fiber) connects cities and communities to essential data, technology, and wireless service—bringing information, ideas and innovations to the people and businesses that need them. As the nation’s largest provider of communications infrastructure and with more than 5,000 employees across the country, we’ve been building the connections that people depend on for 25 years. Crown Castle is an S&P 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of approximately $70 billion.


 


Position Title: NOC Technician – 4N


 


Position Summary: 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.


 


Essential Job 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

  • 1-2 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 – Fiber


 


Crown Castle is an Equal Opportunity Employer