Technical Analyst

Crown-Castl; Canonsburg (Washington County); Hybrid; USD 45,017,000 - 50,477,000; Full time

Benefits offered by this job

Healthcare plans

401(k) plan with company contributions

Paid time off

Tuition reimbursement

Scholarship program

Matching charitable contributions

Job summary

Crown Castle in Canonsburg, PA, is seeking a Technical Analyst (T3) to monitor, configure, and support critical power and lighting systems ensuring FAA/FCC and SLA compliance. The role emphasizes advanced troubleshooting, incident management, and coordination with field teams.

The position requires strong customer service, network operations experience, and the ability to work in a hybrid office setting with travel as needed.

Qualifications

• Associates degree in Electrical Engineering, Computer Science or equivalent technical training in electronics.
• Five (5)+ years previous customer service and/or service dispatch experience.
• Five (5)+ years prior network operations and monitoring experience.
• Prior field technician, broadcast center, military electronics or equivalent experience.

Responsibilities

• Monitor alarm activity from remote communications sites to ensure FAA/FCC & Customer SLA.
• Open, track and close the filing of NOTAM reports with the FAA.
• Provide quality support to field operations and customers with high level of service and timeliness.
• Initiate, update, resolve, track and close trouble tickets.
• Interface with field personnel to verify repairs and testing of lighting alarm systems.
• Advanced troubleshooting and configuration of monitoring and lighting systems.
• Manage asset data by entering and updating monitoring/lighting data.
• Notify and dispatch outside vendors to Crown Castle facilities to correct time-critical problems.

Skills

Customer service

Network operations

Analytical problem-solving

Communication skills

Troubleshooting

Education

Associates degree in Electrical Engineering or Computer Science

Job description

Canonsburg, PA 2000 Corp
Canonsburg, PA 15317, USA

Description

POSITION TITLE: Technical Analyst (T3)

For more than three decades, Crown Castle has led the way in shared communications infrastructure, delivering profitable solutions by connecting communities, businesses, and people, and enabling each to thrive with reliable access to voice and data in more places, faster than ever before. When you join Crown Castle, you become part of a dynamic team of passionate and collaborative professionals engaging in complex challenges and contributing to projects that shape the future of life and work.

ABOUT THE ROLE

The Technical Analyst provides advanced support for monitoring, tracking, and escalations related to Tower lighting, generator, DC plant, and backup power systems to ensure company compliance with FAA/FCC and customer notification requirements. The role is responsible for monitoring, configuring, and supporting critical network elements using real time alarming of network faults, analysis, configuration, notification, trending of faults and escalation to ensure company compliance with FAA/FCC notification requirements and customer service level agreements (SLA). Provide advanced technical expertise to resolve issues with a variety of devices deployed in the field. Analyze, diagnose, test, install and/or direct field activities to effectively resolve customer issues in a timely manner.

WHAT YOU WILL DO

• Monitor alarm activity from remote communications sites to ensure company compliance with FAA/FCC & Customer SLA.
• Open, track and close the filing of Notice to Airmen (NOTAM) reports with the FAA.
• Answer incoming calls and monitor various e-mail accounts and act according to NOC procedures and processes.
• Provide quality support to field operations and internal/external customers, employing a high degree of customer service, technical expertise, and timeliness.
• Initiate, update, resolve, track and close trouble tickets
• Interface with field personnel to verify repairs and testing of lighting alarm systems.
• Advanced troubleshooting and configuration of monitoring and lighting systems.
• Manage asset data by entering and updating all monitoring / lighting data into tracking systems.
• Interface and assist with other NOC’s and their technicians during QLI’s, third party tower repairs and service outages.
• Perform advanced analysis, diagnosis, and resolution of network system issues to enable continued safe operations of customer equipment.
• Provide effective communication to customers and internal stakeholders of the problem, alternatives for satisfactory resolution, and determination of root cause.
• Facilitate training of NOC Operators on operations of equipment, maintenance / repair procedures, and new products.
• Notify and dispatch outside vendors to Crown Castle facilities to correct time-critical problems.

WHAT YOU WILL NEED TO SUCCEED

Education Qualifications

• Associates degree in Electrical Engineering, Computer Science or equivalent technical training in electronics

Experience Qualifications

• Five (5)+ years previous customer service and/or service dispatch experience
• Five (5)+ years prior network operations and monitoring experience
• Prior field technician, broadcast center, military electronics or equivalent experience

Other Skills/Abilities

• Excellent customer service and analytical problem-solving skills
• Technical knowledge of network systems and data communication protocols
• Excellent communication and interpersonal skills
• Ability to resolve technical problems with on-site field representatives and equipment vendors
• Ability to resolve technical field operations communication problems
• Ability to analyze, diagnose, test, install and/or direct field activities
• Ability to maintain confidential information and communications
• Excellent technical writing skills to develop methods and procedures
• Ability to develop, document, retain and teach training courses on existing and new product

Organizational Relationship

Reports to: Manager Tech Asset Center

Title(s) of Direct Reports (if applicable): N/A

Where You Will Work

This role falls into our hybrid work model working in the office on Monday through Thursday. On Fridays, teammates have the option to work from the office or home. There is an expectation of collaboration with teammates and stakeholders for moments that matter that could require travel.

YOUR COMPANY BENEFITS

At Crown Castle, we do our best to ensure you have access to the resources you need to live a healthy and happy life no matter where you are in life. Our benefits are built around your individual needs, covering physical, mental, and financial health and designed to enhance your quality of life.

We are proud to offer a full suite of health and wealth benefits for you and your loved ones. Below are a few of the key highlights of the many benefits we provide.

• Comprehensive healthcare plans with highly company subsidized premiums and up to $2,000 annual company contribution to your Health Savings Account (HSA base plan for employee and dependents).
• Market-leading 401(k) plan, which includes up to 10% company contributions through our 5% match and 5% profit sharing program (based on employee contributions).
• New-child leave up to 8 weeks of 100% paid leave upon birth or legal adoption of a new child. Birth mothers are eligible for up to 8 weeks of additional 100% paid medical leave.
• Tuition reimbursement up to $5,250 per year of eligible tuition and fees.
• Crown Castle scholarship program awarding up to $10,000 per recipient each year for eligible dependent children of employees and interns.
• Matching charitable contributions to qualified charitable organizations of up to $1,000 per year per teammate.
• Generous paid time-off for eligible full‑time employees (minimum 18 days per year based on years of service).
• All offices provide free beverages and snacks.

Compensation

The pay range offered for this position is $26.44 - $36.35 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.