- INFO ORIGIN INC
- Raleigh, NC
- Contract
- 16 days ago
- $55,000–$60,000 / year
Network Technician – Overnight Operations- Onsite- Raleigh, NC.
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Network Technician – Overnight Operations- Onsite- Raleigh, NC: our view in 3 lines...
- The Role:This role is for a technician who supports the technical systems behind emergency communications, focusing on network and service reliability.
- The Person:The person will monitor network dashboards and system alerts, respond to technical support calls from communication centers, document and escalate incidents, and coordinate with vendors to track service restoration.
- Requirements:The ideal candidate has strong computer skills, excellent verbal and written communication skills, customer service, problem-solving and documentation skills, and experience with Salesforce or ticketing systems.
About the role
Tier I Network Technician – Overnight Operations- CONTRACT TO HIRE
Position Overview:
The North Carolina 911 Management Advisory Committee (NMAC) is seeking a dependable, detail-oriented Tier I Network Technician to support overnight monitoring and technical operations for statewide Next Generation 911 (NG911) services.
This role focuses primarily on network/system monitoring, technical support, incident management, ticket documentation, and vendor coordination rather than hands-on network configuration or administration.
Key Responsibilities:
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Monitor NG911 network dashboards, system alerts, outages, and service disruptions.
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Receive and respond to technical support calls from 911 communication centers (PSAPs).
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Identify, document, prioritize, and escalate technical incidents.
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Create and maintain incident records using Salesforce or other ticketing systems.
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Coordinate with vendors such as AT&T, Motorola, Intrado, and RapidSOS.
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Track vendor tickets, troubleshooting activities, and service restoration.
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Provide timely status updates and maintain accurate shift handover documentation.
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Follow established Standard Operating Guidelines (SOGs) and escalation procedures.
Required Qualifications:
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High school diploma or equivalent.
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Strong computer skills and ability to work with multiple applications.
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Excellent verbal and written communication skills.
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Customer service, problem-solving, and documentation skills.
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Strong attention to detail and ability to prioritize urgent issues.
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Ability to work independently during assigned overnight shifts.
Preferred Qualifications:
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Experience in IT Help Desk, Technical Support, NOC, or Telecommunications.
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Basic networking knowledge (IP connectivity, network equipment, and telecommunications).
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Experience with Salesforce, ticketing systems, monitoring dashboards, or incident management tools.
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Exposure to 911 communications, public safety, or NG911 environments.
Note: Previous 911 experience is not required. Training will be provided on NMAC systems, procedures, and incident management processes.