We are seeking a Technical Support II to join American Tower's U.S. Tower division's Managed Networks Venue Performance and Operations team. The team is responsible for the overall performance management of wireless connectivity solutions, standards of care, and repair and maintenance. As a Technical Support II, you will troubleshoot network alarms, diagnose root causes, repair and maintain network elements, maintain key performance indicators ("KPIs") within contractual service level agreements ("SLAs"), ensure network availability, provide event support at premier venues, provide customer support, and manage relationships with vendors, customers, and real estate owners.
What You Can Offer Us
Achieve network reliability metrics and KPIs outlined in SLAs, including mean time to repair, alarm recovery, and system availability.
Identify and conduct root cause analyses of chronic issues with support from senior team members.
Act as an owner for break/fix resolutions and manage troubleshooting activities with field fix agents including emergency restoration services vendors.
Triage, troubleshoot, and resolve in a timely manner network issues (e.g., distributed antenna systems ("DAS"), iCN/DRAN, Wi-Fi, private networks, etc.) including electrical power systems, fiber plants, networking equipment, etc.
Provide complete, accurate, and detailed log of troubleshooting activities in the ticketing system on a real time basis and during handovers to other team members including support vendors.
Identify bottlenecks and escalate outage events and/or unresolved impairments that exceed prescribed timeframes.
Provide end-to-end support for all issues within defined areas of responsibility.
Integrate new assets and/or network elements into the element management system.
Maintain system integrity between installed hardware, OEM software configuration, and compatibility with network element management system.
Provide high quality service to all customers including carriers, venue owners, and internal team members.
Collaborate with internal teams to coordinate outage responses and disaster recovery efforts.
The role will be performed between the hours of either 8:00 a.m.-5:00 p.m. or 11:00 a.m.-8:00 p.m. ET, with some night and weekend requirements. Schedules are subject to change at the discretion of management and/or due to business needs.
Other duties and projects as assigned.
What You Need to Succeed
Bachelor's degree in electrical engineering, computer science, or equivalent work experience required.
Minimum of 4 years technical support experience, 2 of which must have included working directly with DAS, Wi-Fi, and IP networks as the primary job responsibility, required.
Basic knowledge of RF performance, Internet Protocol, and network topology required.
Commissioning or installation experience in a related field preferred.
Strong analytical problem solving and critical thinking skills, with a proven capability to work both independently and with others to solve problems.
Proficiency in vendor management.
Customer-centric attitude, with strong written and oral communications skills.
Ability to present ideas and suggestions clearly and effectively.
Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
Strong organizational skills; ability to accomplish multiple tasks within the agreed upon timeframes through effective prioritization of duties and functions in a fast-paced environment.
American Tower is a global digital infrastructure company serving customers through tower sites and other real estate solutions that support connectivity and opportunity, focused on achieving our vision of Building a More Connected World. Our success is rooted in the potential of our people and the power of local teams at our offices and sites across 25 countries.
We are one of the largest global Real Estate Investment Trusts (REITs) and a publicly traded (NYSE:AMT), Fortune 500 Company headquartered in Boston, Massachusetts. The next decade will be an exciting time as we evolve our infrastructure to meet tomorrow's needs and position our people to elevate their impact, their potential, and our shared success. Come grow your career with us!
For more information about how American Tower is building a more connected world, visit americantower.com.
American Tower is proud to be an equal opportunity employer and will not discriminate against an applicant or employee based on age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, disability, military or veteran status, genetic information, pregnancy, reproductive decisions, or any other characteristic protected under applicable law.
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