Network Technician – Overnight Operations- Onsite- Raleigh, NC

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:

• Monitor NG911 network dashboards, system alerts, outages, and service disruptions.
• Receive and respond to technical support calls from 911 communication centers (PSAPs).
• Identify, document, prioritize, and escalate technical incidents.
• Create and maintain incident records using Salesforce or other ticketing systems.
• Coordinate with vendors such as AT&T, Motorola, Intrado, and RapidSOS.
• Track vendor tickets, troubleshooting activities, and service restoration.
• Provide timely status updates and maintain accurate shift handover documentation.
• Follow established Standard Operating Guidelines (SOGs) and escalation procedures.

Required Qualifications:

• High school diploma or equivalent.
• Strong computer skills and ability to work with multiple applications.
• Excellent verbal and written communication skills.
• Customer service, problem-solving, and documentation skills.
• Strong attention to detail and ability to prioritize urgent issues.
• Ability to work independently during assigned overnight shifts.

Preferred Qualifications:

• Experience in IT Help Desk, Technical Support, NOC, or Telecommunications.
• Basic networking knowledge (IP connectivity, network equipment, and telecommunications).
• Experience with Salesforce, ticketing systems, monitoring dashboards, or incident management tools.
• 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.