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Technical Support II
American Tower
Maintain and troubleshoot DAS, Wi‑Fi, and IP networks to ensure venue connectivity.
11d ago
Intermediate (4-7 years), Experienced (8-12 years), Expert & Leadership (13+ years)
Full Time
Cary, NC
Onsite
Company Size
4,691 Employees
Service Specialisms
Site Leasing
Collocation
New Tower Development
Backup Power
Distributed Antenna Systems (DAS)
Wi‑Fi
Private Networks
Data Centers and Edge
Sector Specialisms
Wireless Communications
Broadcast Towers
Rooftops
Distributed Antenna Systems (DAS)
Wi-Fi Networks
Private Networks
Data Centers
New Tower Development
Role
What you would be doing
break/fix
asset integration
network troubleshooting
root cause
outage coordination
kpi management
- Act as an owner for break/fix resolutions and manage troubleshooting activities with field fix agents including emergency restoration services vendors.
- Integrate new assets and/or network elements into the element management system.
- Collaborate with internal teams to coordinate outage responses and disaster recovery efforts.
- Provide complete, accurate, and detailed log of troubleshooting activities in the ticketing system on a real time basis and during handovers to other team members including support vendors.
- Identify and conduct root cause analyses of chronic issues with support from senior team members.
- Maintain system integrity between installed hardware, OEM software configuration, and compatibility with network element management system.
- Provide high quality service to all customers including carriers, venue owners, and internal team members.
- Identify bottlenecks and escalate outage events and/or unresolved impairments that exceed prescribed timeframes.
- Triage, troubleshoot, and resolve in a timely manner network issues (e.g., distributed antenna systems (“DAS”), iCN/DRAN, Wi-Fi, private networks, etc.) including electrical power systems, fiber plants, networking equipment, etc.
- Provide end-to-end support for all issues within defined areas of responsibility.
- Achieve network reliability metrics and KPIs outlined in SLAs, including mean time to repair, alarm recovery, and system availability.
What you bring
problem solving
rf knowledge
ip networks
das
bachelor's
vendor management
- Customer-centric attitude, with strong written and oral communications skills.
- Strong analytical problem solving and critical thinking skills, with a proven capability to work both independently and with others to solve problems.
- Commissioning or installation experience in a related field preferred.
- Strong organizational skills; ability to accomplish multiple tasks within the agreed upon timeframes through effective prioritization of duties and functions in a fast-paced environment.
- Basic knowledge of RF performance, Internet Protocol, and network topology required.
- Ability to present ideas and suggestions clearly and effectively.
- Bachelor’s degree in electrical engineering, computer science, or equivalent work experience required.
- Proficiency in vendor management.
- Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
- Minimum of 4 years technical support experience, 2 of which must have included working directly with DAS, Wi-Fi, and IP networks as the primary job responsibility, required.
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Interview process
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Company
Overview
1995
Year Founded
The company was spun off from American Radio Systems.
148,000 Sites
Global Presence
Operates across 24 countries, providing extensive coverage.
$4B Income
Annual Revenue
Reported over $4 billion in operating income and $2.26 billion in net income.
2005–2021
Acquisition Years
Series of strategic acquisitions to expand operations.
- As a REIT, it leases space on towers and rooftops to carriers, broadcasters, government agencies and broadband providers.
- It pioneered a neutral-host colocation model, enabling multiple tenants per tower to reduce costs and accelerate 5G rollouts.
- Typical projects range from rural tower builds to urban DAS installations and turnkey data-center deployments.
- Known for blending traditional tower leasing with cutting-edge edge computing and interconnectivity solutions.
- Understand our customers’ needs and satisfy them
- Hire good people and empower them
- Focus on solutions, not problems
- Do what we say we’re going to do
- Have fun
- Play to win
40% GHG reduction
GHG Emissions Reduction Goals
Committed to reducing Scope 1 & 2 emissions by 40% and Scope 3 emissions by 40% by 2035 compared to 2019 levels, as approved by the Science Based Targets initiative (SBTi).
120 MW solar
On-Site Solar Energy
Operates on-site solar installations across over 18,000 locations, generating 120 MW of capacity and 100 GWh annually.
150K trees
Tree PlantingInitiative
Supported the global planting of over 150,000 trees to promote environmental sustainability.
300M investment
Energy Efficiency Investment
Invested over $300 million in energy efficiency, renewables, and storage projects across Africa since 2018.
- Protected nearly 5,000 bird nests in 2023.
- Reduced Scope 1 & 2 emissions via Power-as-a-Service, including a 21% reduction in direct GHG per tower in Africa since 2019 and a reduction of ~43.5 million liters of diesel usage annually.
- 99% of tower steel waste (~10,700 tonnes) was recycled or reused.
- Targeting >20% increase in on-site renewable energy generation in 2024 compared to 2023 baseline (excluding India).
- Deployed over 87,000 lithium-ion batteries across 21,830 sites, providing ~850 MWh of storage capacity.
50%+ women
Board Representation
Over half of the Board members are women and/or from underrepresented groups, reflecting strong leadership diversity.
40k+ resources
Learning Opportunities
Launched ATC YOU global learning university in 2023 with tens of thousands of learning resources and thousands of online courses in multiple languages.
$10M+ contributed
Education & STEM Impact
American Tower Foundation has donated over ten million dollars since 2017 to education and STEM initiatives, supporting future talent development.
450k+ certificates
Digital Skills Training
Digital Communities program has awarded over 450,000 training certificates to individuals in 15 countries through 580+ centers.
- Focus on attracting, developing, engaging, and retaining strong talent across a global employee base.
- Formed a Social Justice Committee in 2021 to support organizations fighting inequality.
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