Network Operations Center Technician

Las Vegas, NV

Mobilitie, a BAI Communications company, is a leading telecommunications infrastructure company in the United States. A global provider of complete wireless solutions, our next-generation infrastructure includes communication towers, indoor and outdoor neutral host DAS networks, small cells, fiber, IoT, Wi-Fi and private networks which help deliver wireless connectivity where it is needed. Our engineers innovate solutions to improve wireless service at the largest and most complex venues across all major industries including sports and entertainment arenas, commercial real estate and hospitality properties, university campuses, healthcare facilities, government agencies and transportation terminals.

The
NOC Technician is responsible for working closely with users to resolve connectivity issues either in-person or in a call center environment in a 24/7 environment. The position will require direct communication with customers as necessary and work closely with the engineering team and field technicians. The NOC technician is expected to diagnose hardware, software and system issues by following guidelines provided by upper tier technicians, engineers and management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for the monitoring of all critical systems and answering customer support calls during assigned shift
• Answer customer calls, create tickets and perform initial triage for issue resolution
• Identify customer impact and urgency
• Resolve issues by utilizing documented processes and run books
• Escalate/Assign tickets to appropriate technicians/engineers if the issue cannot be resolved within define guidelines (time, system access)
• 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 outage 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 – reroute as necessary
• Ensure ticket handover during shift changes in accordance to operations guidelines
• Communicate and assist end customer on connection issue with network

REQUIRED QUALIFICATIONS

• Bachelor’s Degree required from an accredited university
• Network certification (i.e. CCNA)
• IT Desktop Support Experience
• Minimum of one (1) year of experience in a similar field
• Network Monitoring Center (NOC) experience a plus
• Wifi Network support experience a plus
• Distributed Antenna System (DAS) experience a plus
• Excellent communication skills

Mobilitie offers an attractive compensation and benefits package and the opportunity to be part of an exciting and fast paced organization. If you are interested in working in the exciting and growing world of telecommunications real estate, please submit an application at Mobilitie’s Careers page!

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

COVID-19 Vaccination is required as a condition of employment. Reasonable accommodations will be considered.

Mobilitie is an equal opportunity employer (Minorities/Females/Disabled/Veterans)

Visit our website at www.mobilitie.com!