Lead Network Operations Control Center Technician at SBA Communications in Boca Raton, FL Corporate Office

Job description

• Your Next Career Opportunity – Lead Network Operations Control Center Technician
• The primary function of this position is to provide technical oversight and serve as technical escalation of all issues within the NOCC organization. This position is responsible for supporting and provide 24X7 operations center expertise of a wide range of network types (Tower Lighting, Microwave, DAS, and Wired WAN/LAN) and in-building facilities sub-systems (Environmental Controls, Access Systems, UPS, and Generators, etc.). The NOCC Lead will provide the 1st level of technical escalation for the NOC and is also responsible for analyzing problems, recommending technical solutions, and escalating to the engineering teams of any unresolved complex issues.

Responsibilities

• Provide technical guidance to NOCC techs who are responsible for fault monitoring and management, troubleshooting, configuration control, trouble ticket generation and management, and reports development and generation.
• Act as the technical escalation support to the NOC and ensure customer status updates are sent in a timely manner
• Coordinate troubleshooting efforts while collaborating with various technical teams, network engineers/system administrators, and customer organizations.
• Escalate outage incidents with telecommunication providers, if not resolved in a given timeline or SLA
• Provide technical training to new employees to ensure a successful 90-day onboarding
• Make technical and process recommendations to prevent repeating outages
• Document technical know-how or job aid to ensure t6he NOCC team has the technical knowledge to perform their job
• Help create RFO (reason for outage) documentation for customer presentation
• Ensure the NOC the proper procedure for monitoring facilities systems and implement restart/recovery procedures as necessary.
• Analyze problems; escalate and distribute as applicable to necessary teams, track issues and open incidents through resolution.
• Develop detailed description of system outages as well as provide availability reports that defined SLA (Service Level Agreement) guidelines.
• Ensure the team is using proprietary software programs and timely process incoming alarms in 30 minutes or less. File, extend and cancel NOTAMS in compliance with FAA Specifications.
• Complete and update trouble-ticketing entries clearly and concisely exhibiting excellent written communication skills.
• Ensure that all operational and support procedures, job aides, and documentation are maintained in a current, accurate, and usable state.
• Provide first-level customer escalation and first POC for NOCC Techs.
• Serve as the escalation point for NOCC shift technicians.
• Provide on-call support, including on-call tech rotation.
• Participate in the assimilation and training of new team members.
• Compile and maintain NOCC statistical reports and ongoing NOCC spreadsheets as required.
• Other projects and duties as assigned.

Requirements

• H.S. Diploma/GED Associates Degree preferred;
• and 5-7 years in a Network Operations Center role, or equivalent years of experience including technical and/or administrative/support roles.
• Experience in a tiered network operational support role
• Proven knowledge of network management of WAN/LAN computer networks, data communications, TCP/IP, applications monitoring & diagnostics
• Working knowledge of Nagios or comparable network management tool, ticketing systems, and basic Windows and Linux skills is a plus.
• Demonstrated knowledge and advanced proficiency working with Microsoft Office Suite software including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook.
• Other Network Technical Certifications

Skills

Required

• Data communications
• TCP/IP
• Applications monitoring & diagnostics

Preferred

• Trilingual in English/Spanish/Portuguese
• Ticketing systems
• Basic Windows and Linux skills
• Other Network Technical Certifications

Benefits

• In addition to a competitive salary range, we offer a comprehensive benefits package to support your health, financial security, and overall well-being.
• Financial Wellbeing
• 401(k) retirement savings plan with a company match of a percentage of employee contributions and profit sharing, where applicable
• Equity opportunities, including participation in company equity stock plans, where applicable
• Health and Mental Wellbeing
• Medical, dental, and vision insurance with employer contributions toward coverage
• Paid parental leave and company-paid life insurance and short-term and long-term disability (STD/LTD), where eligible
• Wellness programs and resources, including an employee assistance program and well-being initiatives
• Personal Growth & Balance
• Paid time off and company-paid holidays
• Flexible work arrangements, including an allotment of remote workdays per year, depending on the role
• Education assistance and professional development and certification or licensing support, where eligible
• Performance-based bonus or incentive compensation, which may be available depending on the role
• Benefit offerings are subject to plan terms, eligibility requirements, and applicable law, and may vary based on factors such as employment status, job classification, work location, and scheduled hours. Certain benefits may not be available to part-time employees or employees working fewer than 30 hours per week. The company reserves the right to modify or terminate benefit plans at any time, consistent with applicable law.
• If you’re ready to make an impact with a stable industry leader, we want to hear from you.