Job Description:

Position Title: NOC Technician – Intern

 

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 a Fortune 500 company, 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.

 

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

Expectations 

•  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 with operations guidelines

 

Education/Certifications 

• Currently enrolled in pursuit of a Bachelor’s degree from an accredited higher education institution

 

Experience/Minimum Requirements  

•  Authorization to work in the U.S. on a full-time, regular basis without additional sponsorship


•  Excellent analytical problem solving and decision-making abilities


•  Understanding of standard concepts, practices, and procedures within the telecommunications field


•  Strong work ethic and multi-tasking ability


•  Able to work unsupervised but also utilize direction, supervision, and training effectively

Reports to: Thomas Fay  

Work Plans: This role is full time in the office and requires no travel. 

Additional Information: 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.

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)

Intern

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