Tier I Network Technician

Monitor NG911 network/system dashboards for alarms, alerts, outages and service disruptions.

Identify and document abnormal network and 911 service conditions.

Review monitoring notifications and follow incident escalation procedures.

Track service restoration and confirm issue resolution.

Serve as the primary contact for technical support requests from 911 communications centers.

Gather detailed information about technical issues, equipment problems and service interruptions.

Create and maintain incident records in Salesforce.

Document troubleshooting activities, vendor responses, timelines and resolutions.

Assign incident priorities based on severity and operational impact.

Escalate critical/unresolved incidents to Tier II teams, vendors or management.

Coordinate with NG911 service providers and technology vendors.

Monitor vendor tickets and follow up on outstanding issues.

Participate in technical conference calls and incident bridges.

Provide professional customer support to 911 communications personnel.

Communicate technical information clearly to technical and non-technical users.

Prepare accurate shift turnover notes and operational documentation.

High school diploma or equivalent.

Strong computer skills and ability to work with multiple applications simultaneously.

Excellent verbal and written communication.

Strong customer service and problem-solving skills.

Ability to accurately document technical issues.

Strong organizational skills and attention to detail.

Ability to follow established procedures and work independently.

Ability to prioritize competing tasks and respond appropriately to urgent situations.

Willingness to learn telecommunications and public safety technologies.

Dependable attendance and ability to work an overnight schedule.

IT Help Desk / Technical Support experience.

Network Operations Center (NOC) experience.

Telecommunications experience.

Basic networking concepts – IP connectivity, network equipment and telecommunications services.

Salesforce or ServiceNow ticketing/case management.

Monitoring dashboards and incident management tools.

911/emergency communications experience.

NG911 or emergency communications technology.

Strong communication, reliability, attention to detail and ability to remain calm during high-priority incidents are very important.

Contract-to-Hire: Initial 4-month contract with the intent to transition to a permanent North Carolina state government position, subject to performance, availability and hiring requirements.