Lead Network Operations Control Center Technician

SBA•Boca Raton, FL

3d•Hybrid

About The Position

Since 1989, SBA Communications has been a pillar of the wireless industry. Today, as a publicly traded global leader and S&P 500 company, our network of over 46,000 communication sites spans 10+ countries, forming the critical infrastructure that connects millions. We are the force behind the scenes —the essential infrastructure that keeps our world connected. We are looking for innovators to join the dynamic team that makes it all possible. In an industry that moves fast, we rely on our agility to stay ahead of the curve and deliver results. However, we never achieve it alone. Our culture is defined by a "Team First" focus, where every team member matters, and we collaborate passionately to support our customers' objectives. We believe in shared success. At SBA, we invite every team member to think like an owner. In addition to a competitive salary range, we offer a comprehensive benefits package to support your health, financial security, and overall well-being.

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

Nice To Haves

Trilingual in English/Spanish/Portuguese preferred

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 the 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.

Benefits

401(k) retirement savings plan with a company match of a percentage of employee contributions
profit sharing, where applicable
Equity opportunities, including participation in company equity stock plans, where applicable
Medical, dental, and vision insurance with employer contributions toward coverage
Paid parental leave
company-paid life insurance
short-term and long-term disability (STD/LTD), where eligible
Wellness programs and resources, including an employee assistance program and well-being initiatives
Paid time off
company-paid holidays
Flexible work arrangements, including an allotment of remote workdays per year, depending on the role
Education assistance
professional development and certification or licensing support, where eligible
Performance-based bonus or incentive compensation, which may be available depending on the role