What are the responsibilities and job description for the Operator- Towers NOC position at Crown Castle Brand?
Position Title: Operator, Towers NOC (T1)
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 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.
We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.
Position Summary
Operators who work in Crown Castle's Towers Network Operations Center (NOC) provide support in a 24x7x365 days/year call center by monitoring, tracking, or escalating maintenance, lighting, and security issues to contribute to safety and meet FAA/FCC compliance requirements.
Essential Job Functions
- Monitor alarm activity from remote communications sites to ensure company compliance with FAA/FCC regulations.
- Open, track and close the filing of Notice to Airmen (NOTAM) reports with the FAA.
- Open, track, and close NOC tickets with the Regions.
- Answer incoming calls and monitor various e-mail accounts and act according to NOC procedures and processes.
- Interface with field personnel to verify repairs and testing of lighting alarm systems.
- Be punctual, reliable, & situationally aware.
- Assist in the monitoring and control of after-hours headquarters building and site security.
- Assist in resolution of NOC daily reports.
- Provide basic troubleshooting and configuration guidance for tower monitoring and lighting systems.
- Notify, dispatch, and escalate network faults and emergencies adhering to MLA, SLA, FAA/FCC and NOC procedures.
- 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.
Education/Certifications
- High school diploma
Experience/Minimum Requirements
- Prior customer service and/or service dispatch experience
Other Skills/Abilities
- Basic telephone operation skills
- Excellent customer service skills
- Proficiency in Microsoft Office programs
- Skilled at completing tickets for maintenance purpose
- Ability to handle multiple simultaneous calls
- Knowledge of wireless communications a plus
Working Conditions: This is a remote role with the expectation of on-site/in-person collaboration with teammates and stakeholders for moments that matter.