Job Description

Communication Technology Services (CTS) is one of the largest integrators and managed service providers for enterprise cellular networks in the U.S., specializing in the design, installation and support of Distributed Antenna System (DAS), Small Cell, and 4G/5G Private Wireless Networks for Enterprise. We have multiple openings for NOC Technician I in the Greenville, SC region. We are seeking candidates ready to take the next steps in their wireless career. We work ON-SITE on a rotating, " PANAMA SCHEDULE" with two shifts:

• 7:30 AM - 7:30 PM
• 7:30 PM - 7:30 AM

Must have work experience supporting customers with a Service Level Agreement (SLA), a formal contract between a service provider and a client that defines expected service standards: IT, cloud services, and vendor management.

The NOC Technician I is responsible for monitoring, troubleshooting, and ensuring the stability of supported wireless infrastructure through strong customer engagement and incident management. This role requires strong customer service skills, attention to detail, and the ability to track and follow up on tickets to ensure timely issue resolution.

Primary Responsibilities:

• Monitor all supported wireless infrastructure and provide level-one troubleshooting to ensure system stability.
• Create, track, and manage trouble tickets for system alarms, ensuring proper documentation and timely resolution.
• Communicate with customers, field technicians, and internal teams to provide updates, resolve issues, and follow up on service requests.
• Ensure that contractual Service Level Agreements (SLAs) are met by coordinating and following up with local personnel for prompt issue resolution.
• Assist in data collection and trend analysis to identify recurring issues and proactively address potential system failures.
• Assist in the process of auditing and updating equipment configurations in the monitoring system to reflect current DAS system configurations.
• Maintain and update NOC site documentation to ensure accurate information is available for all supported systems.
• Mentor regional technicians on proper ticketing procedures and driving best practices for incident resolution.
• Process and track RMAs and spare equipment, assisting with asset management to maintain inventory accuracy.

Required Skills:

• Previous experience in a Network Operations Center (NOC) or technical support role.
• Strong customer service mindset with excellent verbal and written communication skills.
• Ability to effectively track, prioritize, and follow up on trouble tickets until resolution.
• Strong attention to detail with a commitment to completing projects and documentation thoroughly and efficiently.
• Proficiency in Windows, Microsoft Office Suite (Word, Excel, Outlook), Visio, and iBwave platforms.
• Ability to travel as required (~15%).

Preferred Experience:

• Familiarity with DAS equipment and wireless infrastructure.
• Knowledge of ticketing systems and SLA requirements.

Education

• A+, Security +, Network +, Server +, or equivalent accredited certifications/degree are a plus.
• CTS Network Operations Center

Pay Rate of $20-$25 per hour commensurate with experience

This position is full time and includes Company Benefits (Medical, Dental, FSA, 401(k), LTD/ STD, Life Insurance. Paid Time Off and Paid Holidays).