Job description

Position: Technical Analyst

Location: 2000 Corporate Dr Canonsburg, PA, 15317 (Hybrid)

Duration: 12 Months Contract Initially

JOB DESCRIPTION:

• 2nd shift – 2pm-10pm - is required. 8-hour days and some weekends.
• Provides support in a 24x7x365 days/year Network Operations Center that monitors, resolves, tests, and escalates SCN DAS and WiFi alarms and security issues to ensure company compliance with customer requirements.
• Ensure all SCN DAS and WiFi networks are meeting industry standards and meeting performance goals.

ESSENTIAL JOB FUNCTIONS

• Serve as primary support for Small Cell Operations by managing internal and customer devices, performing analysis of alarms, and taking steps to restore service.
• Engage field operations and Tier 2 support for network equipment issues as needed.
• Respond to client requests and notify clients of network problems and business impacts
• Review planned and unplanned changes to network infrastructure.
• Monitor the Small Cell networks by using provided systems and tools to remotely access complex equipment and test/resolve alarms on these networks.
• Provide surveillance on 7x24 basis to observe and document alarms on networks and equipment
• Using provided tools to localize network problems to host or remote equipment
• Provide correlation of multiple alarm conditions or tickets to identify root cause trouble resolution.
• Monitor and perform testing of the WiFi systems, provide diagnostics for the network performance and interface with customer NOC center for feedback on customer issues.
• Use software and hardware tools to identify and diagnose network status and problems.
• Monitoring and control of after-hours for emergency fiber/cable locate process to escalate to field personnel as needed.
• Interface with field personnel to verify repairs, testing of alarm systems and documenting resolutions.
• Basic troubleshooting and configuration of data alarm connectivity designs.
• Provide first contact for large scale outages, lead outage calls, and provide feedback on outages for customers, contractors, technicians, and other involved employees.
• Configure and modify Small cell networks and nodes to Network Monitoring software.
• Maintain a working knowledge of all products, processes, and systems associated with the SCN and WiFi systems.

EDUCATION/ SKILLS REQUIRED

• High School Diploma or GED- required.
• Three (3) to Five (5) years of customer service and/or service dispatch experience.
• Telecommunication and wireless experience preferred.

Job Type: Full-time

Pay: $32.30 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• NOC call center/customer service: 3 years (Required)
• Basic troubleshooting and configuration: 2 years (Required)

Work Location: In person

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