Customer Support Technician

TEKsystems•Raleigh, NC

5d•$28 - $28•Onsite

About The Position

The E911 NOC Support Technician serves as a critical operational and customer support liaison between statewide emergency dispatch centers (PSAPs) and telecommunications/network providers. This role ensures the reliability, availability, and rapid resolution of issues impacting E911 services. This is a customer-facing technical support position responsible for monitoring, triage, escalation, and coordination of network and system issues that impact emergency services communications.

Requirements

Strong customer service and communication skills — ability to work with both technical and non-technical stakeholders
Experience in a Network Operations Center (NOC), help desk, or technical support environment
Experience using Salesforce or similar ticketing systems in a support or operations environment
Experience working with telecom carriers or service providers (AT&T, Lumen, etc.) is highly preferred
Ability to troubleshoot and prioritize multiple incidents in a fast-paced environment at times.
Strong attention to detail with effective documentation skills
Ability to work independently while collaborating with cross-functional teams

Nice To Haves

Experience supporting E911 systems, public safety networks, or emergency communications
Experience with escalation management and vendor coordination

Responsibilities

Act as the primary point of contact for E911 dispatch centers across the state for reporting and resolving service issues
Serve as a liaison between PSAPs and telecom providers (AT&T, Lumen, and others) to ensure timely incident response and resolution
Monitor E911 systems, circuits, and network health via NOC tools and alerting systems
Coordinate between technical teams that are resolving incident triage, troubleshooting, and ticket management for network and service disruptions
Create, update, and manage NOC tickets within Salesforce, ensuring accurate tracking, documentation, and timely resolution of incidents
Open, track, and escalate tickets with vendors and internal teams as required
Provide clear, timely communication and updates to stakeholders during outages or service degradation
Coordinate across multiple teams (Tier 1, Tier 2, engineering, and vendors) to drive issues to resolution
Maintain accurate incident documentation, logs, and reporting for compliance and operational continuity
Assist with continuous improvement efforts for operational processes and incident response