We are looking for a Tier I replacement.
Tier I:
Night shift schedule (6pm-2am) Monday Friday
Hiring specifically with understanding that this position was created to cover callouts with short notice by either covering 2am-6am or coming in at a later hour on the day of shift to cover (10pm-6am). Once hired as an FTE state employee, these additional hours will be available for comp/OT hours accrued. Additionally, there will be planned/approved vacations and training coverage that will require shift adjustments.
Tier I will provide:
Monitoring the statewide Emergency Services IP Network (ESInet) and NG911 systems 24/7 to identify outages, alarms, or performance issues.
Acting as the first point of contact for PSAPs (Public Safety Answering Points) reporting technical problems or service interruptions.
Receiving, triaging, documenting, and tracking support tickets through resolution.
Troubleshooting network, telecom, and connectivity issues affecting 911 operations.
Communicating with:
911 Directors and Supervisors
Telecommunications carriers
Service providers
Internal Board and AT&T Tiger Team regarding outages, maintenance, and incident response.
Escalating complex incidents to Tier II and Tiger Team technicians or additional vendors and carriers when needed.
Maintaining documentation, ticket narration, and operational logs in Salesforce.
Supporting operational continuity during emergencies, severe weather events, and disaster response situations.
Monitoring network security, system health, and telecommunications performance across PSAPs statewide.
Coordinating reroutes or alternate communications paths during outages or call surges to maintain uninterrupted 911 service.
Providing customer-service-focused support to PSAP personnel throughout North Carolina.
The role is an IN-PERSON position at 3900 Wake Forest Road, Raleigh, NC 27609.
Help desk / incident management
Telecommunications support
Public safety communications support
The position supports mission-critical emergency communications infrastructure for the state.
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