American Tower

Job Information

American Tower NOC Technician I in Cary, North Carolina

SUMMARY :

The NOC Technician I provides for the Network Operation Center (“NOC”) surveillance and incident management support, which includes effectively communicating and escalating alarms to ensure quick resolution, utilizing a network management system to detect alarms, completing trouble tickets to document alarms and escalations, and answering telephone calls. In accordance with applicable guidelines, the NOC Technician I performs a variety of routine, supervised duties that involve related steps, methods or application of standard practice and specific instruction with occasional variations. The incumbent must apply a sense of urgency, prioritization and some independent judgment in gathering and organizing the relevant information.

ESSENTIAL DUTIES:

  • Open trouble tickets, perform initial triage, and dispatchand provide break/fix action to resolve network events and issues reported viaalarming tools or by customers.

  • Respond to customer inquiries and problems

  • Perform duties in accordance with documented methods of proceduresand technical job aides

  • Respond to network activities, which includes supporting servicelevel agreement commitments between the Network Development and NetworkOperations departments and internal and external customers

  • Initiate the flow of communications between the NOC and (i)internal groups, (ii) vendors, (iii) customers, and (iv) third party carriersand partners

  • Provide input and feedback for the use and optimization ofNOC management applications, tools, processes, and procedures

  • Provide quality, timely, and accurate end-to-end support forany issues within defined areas of responsibility, including but not limited tophone, email and instant message contacts; document and track incidents in theticketing system

  • Document problems by accurately and completely recording intechnical logs and trouble ticketing system relevant information, includingdiagnostic results, multiple product correlation, and escalation and repairperformance information

  • Open Notice to Airmen tickets (“NOTAMS”) via the E-NOTAM websitesfor outages that impact lighted towers

  • Properly follow escalation procedures when outage eventsand/or impairments are not resolved in the prescribed amount of time.

  • Perform basic research and analysis of data or information,acquiring skills through a combination of formal training and on-the-jobexperience.

OTHER :

Other duties as assigned

SUPERVISORY RESPONSIBILITIES:

None

QUALIFICATIONS:

  • Willing and able to work non-standard work shifts, includingevenings, overnight, holidays, and weekends.

  • Ability to work with functional groups and different levelof employees to effectively and professionally achieve results

  • Ability to consistently demonstrate professional verbal andwritten skills while adhering to NOC and Company policies

  • Strong follow-up skills; ability to organize applicable timelinesand follow up with internal and external customer needs

  • Strong written and oral communication skills, including theability to present ideas and suggestions clearly and effectively.

  • Strong organizational skills; ability to accomplish multipletasks within the agreed upon timeframes through effective prioritization ofduties and functions in a fast-paced environment

  • Strong track record of building and maintaining solidrelationships with internal and external customers and vendors whileproactively identifying issues and offering solutions

  • Self-motivated; able to work both independently to completetasks and respond to department requests and with others to utilize theirresources and knowledge to identify high quality solutions

EDUCATION AND EXPERIENCE:

  • Two-year technical degree or equivalent experience required.

  • Experience in a centralized repair, troubleshooting, andtesting environment that included answering telephones, logging events in aticketing system, and providing technical support and repair coordinationrequired.

  • Bachelor’s degree or related experience preferred.

  • Between 1–3 years of experience in a customer serviceenvironment preferred.

ENVIRONMENT:

Approximately 100% performed in climate-controlled internal office environment working under normal office conditions. Approximately 5% travel may be required in support of the position’s responsibilities. Occasionally may be required to work remotely.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers to feel and handle, reach with arms and hands, talk and hear. While performing the duties of this job, the employee frequently is required to stoop, kneel and crouch, lift weight or exert a force up to a maximum of 25 pounds.

American Tower (the “Company”) is an equal opportunity employer and is committed to a diverse workforce. The Company is committed to a policy of equal employment and will not discriminate against an applicant or associate based on his or her age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, physical or mental disability, handicap, military or veteran status, genetic information, pregnancy or any other category protected under federal, state or local law, regulation or ordinance.

To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans’ Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process can contact us at (617) 587-7911 for assistance.

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