telecom/network Specialist (Tier-1)

Job: Network/telecom Specialist

Location: Raleigh, NC ( Onsite)

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 come in at a later hour on the day of shift to cover (10pm-6am). Once hired as 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.