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: Technical Analyst, Tower NOC (4N)

 

Position Summary

The Technical Analyst provides advanced support for monitoring, tracking, and escalations related to Tower lighting and security issues to ensure company compliance with FAA/FCC notification requirements. The role is responsible for monitoring, configuring, and supporting critical network elements using real time alarming of network faults, analysis, configuration, notification, trending of faults and escalation to ensure company compliance with FAA/FCC notification requirements and customer service level agreements (SLA). Provide advanced technical expertise to resolve field operations communication problems for all types of equipment. Analyze, diagnose, test, install and/or direct field activities to effectively resolve customer issues in a timely manner. 

 

Essential Job Functions

• Monitor alarm activity from remote communications sites to ensure company compliance with FAA/FCC.


• Open, track and close the filing of Notice to Airmen (NOTAM) reports with the FAA.


• Answer incoming calls and monitor various e-mail accounts and act according to NOC procedures and processes.


• Provide quality support to field operations and internal/external customers, employing a high degree of customer service, technical expertise, and timeliness.


• Initiate, update, resolve, track and close trouble tickets


• Interface with field personnel to verify repairs and testing of lighting alarm systems.


• Advanced troubleshooting and configuration of monitoring and lighting systems.


• Manage asset data by entering and updating all monitoring / lighting data into tracking systems.


• Provide first contact with land-owners, outside vendors, police, fire and emergency service responders.


• Interface and assist with other NOC’s and their technicians during QLI’s, third party tower repairs and service outages.


• Perform advanced analysis, diagnosis, and resolution of network system issues to enable continued safe operations of customer equipment.


• Provide effective communication to customers and internal stakeholders of the problem, alternatives for satisfactory resolution, and determination of root cause.


• Facilitate training of NOC Operators on operations of equipment, maintenance / repair procedures, and new products.


• Notify and dispatch outside vendors to Crown Castle facilities to correct time-critical problems.

 

 Education/Certifications

• Associates degree in Electrical Engineering, Computer Science or equivalent technical training in electronics

 

Experience/ Minimum Requirements

• Five (5) years previous customer service and/or service dispatch experience


• Five (5) years prior network operations and monitoring experience


• Prior field technician, broadcast center, military electronics or equivalent experience

 

Other Skills/Abilities

• Excellent customer service and analytical problem-solving skills


• Technical knowledge of network systems and data communication protocols


• Excellent communication and interpersonal skills


• Excellent personal computer skills utilizing Microsoft Office products


• Ability to resolve technical problems with on-site field representatives and equipment vendors


• Ability to resolve technical field operations communication problems


• Ability to analyze, diagnose, test, install and/or direct field activities


• Ability to maintain confidential information and communications


• Excellent technical writing skills to develop methods and procedures


• Ability to develop, document, retain and teach training courses on existing and new product.

 

Working Conditions: This is a hybrid role where you will work in the office 3 days per week and where you do your best work 2 days per week.  Exceptions include collaboration with teammates and stakeholders for moments that matter. 

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)

Operations

Apply Now