Service Assurance Analyst (Information Technology)
Company Summary
Crown Castle is the nation's largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we're the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is a Fortune 500 company, publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$100B.
Position Title: Service Assurance Analyst - T3
Position Summary
Conduct root cause analysis on reported service affecting events on the Crown Castle Fiber network. Provide Crown Castle Fiber customers detailed written Trouble Resolution Reports. Perform comprehensive review of customer and network systems to identify and repair chronic issues.
Essential Job Functions
- Thoroughly investigate and analyze Crown Castle Fiber infrastructure to determine root cause of service impairments
- Provide detailed written root cause analysis reports to Crown Castle Fiber customers
- Conduct comprehensive review of customer & network systems to identify and repair chronic issues
- Plan, validate, and execute corrective measures on Crown Castle Fiber Optical and Data network
- Collaborate cross-departmentally within Crown Castle Fiber to achieve targeted service levels in support of customer operations
- Analyze trouble ticket details to assure correct procedural and technical troubleshooting initiatives are met
- Attend and represent the Service Assurance team in customer-facing meetings
- Develop and provide training modules on new technologies and platforms launched by engineering
Education/Certifications
Bachelor's degree from an accredited College or University in computer science or related area required. Equivalent work experience in a similar position may be substituted for educational requirements.
Experience/Minimum Requirements
- 5+ years telecommunications experience
- Solid understanding of network technologies and communications protocols
- Excellent written and verbal communication skills
- Strong attention to detail
- Ability to work with minimal supervision
- Experience on Ciena, Cisco, Juniper, MRV, Infinera, and ADVA platforms
Other Skills/Abilities
Organizational Relationship
Reports to: Manager Service Assurance
Working Conditions:
This role falls into our hybrid work model working in your assigned office approximately 60% of the time (3 days per week) and where you do your best work 40% (2 days per week). There is an expectation of collaboration with teammates and stakeholders for moments that matter that requires up to 25% travel.
Compensation
The pay range offered for this position is $33.08 - $45.48 per hour. A candidate's offer is determined by various factors including but not limited to, depth of experience, role-related knowledge and skills, relevant education or training, internal alignment, and work location. Depending on the position offered, the compensation package may also include incentive compensation opportunities in the form of a discretionary annual cash bonus or commissions, and equity incentives. Employees (and their families) are eligible for medical, dental, vision, and basic life insurance. Employees are able to enroll in our company's 401k plan. Employees will also receive a minimum of 18 days of paid time off each year and 12 paid holidays throughout the calendar year.
If you are interested in joining our team, please visit the Crown Castle careers site (crowncastle.com/careers) to apply. We do not accept resumes from agencies, headhunters, or other third-party suppliers who have not signed a formal agreement with us. This position will remain posted until filled.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Operations
