About the position
The Technical Support II position at American Tower is a critical role within the U.S. Tower division's Managed Networks Venue Performance and Operations team. This team is dedicated to ensuring the overall performance management of wireless connectivity solutions, adhering to standards of care, and overseeing repair and maintenance operations. As a Technical Support II, you will be responsible for troubleshooting network alarms, diagnosing root causes, and repairing and maintaining network elements. Your role will also involve maintaining key performance indicators (KPIs) within contractual service level agreements (SLAs) to ensure network availability, providing event support at premier venues, and managing customer support relationships with vendors, customers, and real estate owners. American Tower is a global digital infrastructure company that serves customers through tower sites and other real estate solutions that support connectivity and opportunity. The company is focused on achieving its vision of Building a More Connected World, and its success is rooted in the potential of its people and the power of local teams across 25 countries. As one of the largest global Real Estate Investment Trusts (REITs) and a publicly traded Fortune 500 Company, American Tower is poised for growth and evolution in the coming decade, aiming to meet tomorrow's needs while positioning its employees to elevate their impact and potential. In this role, you will be expected to achieve network reliability metrics and KPIs outlined in SLAs, including mean time to repair, alarm recovery, and system availability. You will also identify and conduct root cause analyses of chronic issues, manage troubleshooting activities, and provide end-to-end support for all issues within your defined areas of responsibility. The position requires a customer-centric attitude, strong analytical problem-solving skills, and the ability to work effectively with various functional groups and levels of employees.
Responsibilities
- Troubleshoot network alarms and diagnose root causes.
- Repair and maintain network elements to ensure optimal performance.
- Maintain key performance indicators (KPIs) within contractual service level agreements (SLAs).
- Ensure network availability and provide event support at premier venues.
- Manage relationships with vendors, customers, and real estate owners.
- Provide complete, accurate, and detailed logs of troubleshooting activities in the ticketing system.
- Identify and escalate outage events and unresolved impairments that exceed prescribed timeframes.
- Integrate new assets and/or network elements into the element management system.
- Collaborate with internal teams to coordinate outage responses and disaster recovery efforts.
Requirements
- Bachelor's degree in electrical engineering, computer science, or equivalent work experience required.
- Minimum of 4 years technical support experience, with at least 2 years working directly with DAS, Wi-Fi, and IP networks.
- Basic knowledge of RF performance, Internet Protocol, and network topology required.
- Strong analytical problem-solving and critical thinking skills.
- Proficiency in vendor management and customer support.
- Strong written and oral communication skills.
- Ability to work independently and collaboratively with others.
- Strong organizational skills to manage multiple tasks effectively.
Nice-to-haves
- Commissioning or installation experience in a related field preferred.
