Technical Analyst

About the role

The Technical Analyst provides advanced support for monitoring, tracking, and escalations related to Tower lighting, generator, DC plant, and backup power systems to ensure company compliance with FAA/FCC and customer 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).

Responsibilities

• Maintain alarm activity from remote communications sites to ensure company compliance with FAA/FCC & Customer SLA.
• 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.
• 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.

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.

Qualifications

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

Skills

• 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.
• Able 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.

Benefits

• 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.

Pay

The pay range offered for this position is $26.44 - $36.35 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.

Schedule

This role falls into our hybrid work model working in the office on Monday through Thursday. On Fridays, teammates have the option to work from the office or home. There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.