Lead Network Operations Control Center Technician

SBANS SBA Network Services, LLC; Boca Raton (FL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Financial wellbeing

Equity opportunities

Health and wellbeing

Parental leave

Life insurance

Disability coverage

Wellness programs

Professional development

Paid time off

Public holidays

Flexible work arrangements

Education assistance

Bonus/incentives

Job summary

SBA Communications is seeking a Lead Network Operations Control Center Technician to provide technical oversight and serve as escalation point for a 24x7 NOCC. The role covers fault monitoring, diagnostics, and coordination with network engineers across WAN/LAN and building subsystems.

The NOCC Lead will train new staff, produce detailed outage reports, and ensure timely incident handling while maintaining documentation and procedures.

Qualifications

• 5–7 years in a Network Operations Center role
• Experience in a tiered network operational support role
• Knowledge of WAN/LAN, TCP/IP, and monitoring/diagnostics

Responsibilities

• Provide technical guidance to NOCC technicians for fault monitoring and management
• Act as technical escalation support to the NOC
• Coordinate troubleshooting with network engineers and customer organizations
• Escalate outages with providers if SLA is not met
• Provide on-call support and 24/7 coverage
• Create and maintain outage reports and incident documentation
• Document procedures and job aids for NOCC
• Prepare RFO documentation for customers
• Maintain NOCC stats and data reporting

Skills

WAN/LAN network management

TCP/IP

Nagios

Ticketing systems

Windows

Linux

MS Office Suite

Education

H.S. Diploma or GED

Associates Degree preferred

Tools

Nagios

Job description

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. This includes:Financial Wellbeing 401(k) retirement savings plan with a company match of a percentage of employee contributions and profit sharing, where applicableEquity opportunities, including participation in company equity stock plans, where applicableHealth and Mental Wellbeing Medical, dental, and vision insurance with employer contributions toward coveragePaid parental leave and company-paid life insurance and short-term and long-term disability (STD/LTD), where eligibleWellness programs and resources, including an employee assistance program and well-being initiativesPersonal Growth & Balance Paid time off and company-paid holidaysFlexible work arrangements, including an allotment of remote workdays per year, depending on the roleEducation assistance and professional development and certification or licensing support, where eligiblePerformance-based bonus or incentive compensation, which may be available depending on the roleBenefit offerings are subject to plan terms, eligibility requirements, and applicable law, and may vary based on factors such as employment status, job classification, work location, and scheduled hours. Certain benefits may not be available to part-time employees or employees working fewer than 30 hours per week. The company reserves the right to modify or terminate benefit plans at any time, consistent with applicable law.

Your Next Career Opportunity – Lead Network Operations Control Center Technician

The primary function of this position is to provide technical oversight and serve as technical escalation of all issues within the NOCC organization. This position is responsible for supporting and provide 24X7 operations center expertise of a wide range of network types (Tower Lighting, Microwave, DAS, and Wired WAN/LAN) and in-building facilities sub-systems (Environmental Controls, Access Systems, UPS, and Generators, etc.). The NOCC Lead will provide the 1st level of technical escalation for the NOC and is also responsible for analyzing problems, recommending technical solutions, and escalating to the engineering teams of any unresolved complex issues.

What You Will Do – Primary 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.

What You’ll Need – Qualifications & Requirements

• Trilingual in English/Spanish/Portuguese preferred.
• 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.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to stoop, bend, kneel or crouch. Ability to stand, walk and sit. Ability to reach with hands and arms. Visual ability correctable to 20/20. Sitting up to 90% of the day. Ability to respond verbally in an understandable, professional manner in person and over the telephone. Manual dexterity to input data into the computer and the calculator and operate the equipment listed above. Ability to lift up to 20 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to function in a 24/7 operation and work a flexible schedule on weekdays, weekends and holidays. Moderate noise level.

#LI-DJ1

These words describe our team members at SBA. Our strong entrepreneurial spirit has guided how we build our business, inspire each other and deliver for our customers. Wherever your location at SBA, as a member of our team, you will find colleagues who encourage you, challenges that energize you and leaders who appreciate you.

SBA Communications is an industry leader in providing wireless communications infrastructure essential to connecting businesses, communities and people, with a track record of growth throughout the Americas, Africa and in Asia. We are listed on NASDAQ under the symbol SBAC, and our organization is part of the S&P 500. SBA is also among the top 20 Real Estate Investment Trusts (REITs) based on market capitalization.