Position Title: Noc Technician (T2)

Company Summary

For more than three decades, Crown Castle has led the way in shared communications infrastructure, delivering profitable solutions by connecting communities, businesses, and people, and enabling each to thrive with reliable access to voice and data in more places, faster than ever before. When you join Crown Castle, you become part of a dynamic team of passionate and collaborative professionals engaging in complex challenges and contributing to projects that shape the future of life and work.

ABOUT THE 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

WHAT YOU WILL DO

• 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.

WHAT YOU WILL NEED TO SUCCEED

Education Qualifications

• H.S. Diploma or General Education Degree (GED) Required
• college degree Preferred
• Required

Experience Qualifications

• 3+ Three (3) to five (5) year of related work experience Required
• Experience and understanding of some or all of the following areas:? SONET, IP subnetting and layer 2/3 routing, DWDM, dark fiber services Required
• 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 Required
• Experience with Layer2/3, BGP, IPv6 and/or JUNOS Required
• Vendor certifications such as CCNA or JNCIA are Preferred
• Candidate must be able to work in a 24/7 high paced environment, weekend hours Required

Licenses and Certifications

• Cisco Certified Network Associate (CCNA) Upon Hire Preferred or
• JNCIA certification Upon Hire Preferred

Where You Will Work

Hybrid2: This role falls into our hybrid work model, which is 1-day work from home (typically Friday but may vary depending on the position) and 4-days in the office to optimize collaboration, relationship building and key stakeholder engagement, and may require some travel as needed.



YOUR COMPANY BENEFITS
At Crown Castle, we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life.

We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide.

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full-time employees (minimum 18 days per year based on years of service).
• 10 company holidays plus 2 floating holiday.
• All offices provide free beverages and snacks.

Compensation

The pay range offered for this position is $27.40 - $37.64 per hour. A candidate's offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location. Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives.

Additional Information
Pursuant to the Los Angeles County and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you are interested in joining our team, please visit the Crown Castle careers site to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.