NOC Technician at Crown Castle in Canonsburg, Pennsylvania

Job Description:

Company Summary

Crown Castle works around the country to build and maintain the infrastructure behind the world’s most revolutionary technologies. As the largest shared infrastructure provider in the United States, Crown Castle owns, operates and leases more than 40,000 cell towers, 80,000 small cells and over 80,000 route miles of fiber across every major US market. This nationwide portfolio of communications infrastructure connects cities and communities to essential data, technology and wireless service – bringing information, ideas and innovations to the people and businesses that need them. Crown Castle is a NYSE S&P 500 and Fortune 500 company and one of the largest Real Estate Investment Trusts in the United States with an enterprise value of approximately $110 billion.

Position Title: NOC Technician

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

Crown Castle is a federal contractor and the COVID-19 vaccination is a requirement of employment by your start date to comply with Executive Order 14042.

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)

Technician