Network/Telecom Specialist- Junior (Onsite)

Serigor•Raleigh, NC

4d•Onsite

About The Position

The Network/Telecom Specialist is a frontline Tier I technical support resource on an overnight operations team supporting statewide NG911 infrastructure. The role focuses primarily on system monitoring, incident management, customer support, and coordination rather than direct network configuration or administration. The specialist monitors network and system dashboards, receives and documents service issues from 911 communications centers, coordinates incident response with technical support partners, and communicates status updates to affected centers. The position supports a 24/7/365 operations center in Raleigh, North Carolina, and is performed 100% onsite on the assigned overnight/night shift. Work includes extensive computer use, telephone communication, technical documentation, and monitoring multiple systems. The specialist works independently while coordinating with Client staff, management, PSAP personnel, vendors, and other technical support partners. Training is provided on NMAC procedures, supported systems, and incident management responsibilities.

Requirements

High school diploma or equivalent.
Strong computer skills and ability to navigate multiple software applications simultaneously.
Excellent verbal and written communication skills.
Demonstrated customer service and problem-solving abilities.
Ability to accurately document technical issues and communicate information clearly.
Strong organizational skills and attention to detail.
Ability to follow established procedures and work independently with minimal supervision.
Ability to prioritize competing tasks and respond appropriately to urgent situations.
Willingness to learn specialized telecommunications and public safety technologies.
Dependable attendance and ability to work an assigned overnight schedule.
Ability to work in a continuously staffed operations environment and communicate with Client staff, management, and technical support partners.
The listed skills table specifies 4 years of experience for each of the following: using monitoring dashboards and alerting tools to detect NG911 network alarms, outages, and abnormal conditions; creating, updating, and closing incident records with timelines, troubleshooting steps, and vendor responses; understanding IP connectivity, network equipment, and telecommunications services; assigning severity levels and routing issues according to SOGs; gathering technical details from PSAP staff to support first-level diagnosis; and using several software applications while tracking vendor tickets and participating in conference calls and incident bridges.

Nice To Haves

Previous experience in an IT help desk, technical support center, network operations center (NOC), or telecommunications environment.
Familiarity with basic networking concepts, including IP connectivity, network equipment, and telecommunications services.
Experience using ticketing or case management systems such as Salesforce or ServiceNow.
Experience with monitoring dashboards, incident management tools, or technical support applications.
Previous experience in a 911 communications center, emergency communications, or public safety environment.
Familiarity with NG911 systems, call handling equipment, or emergency communications technology.

Responsibilities

Monitor statewide NG911 network and system dashboards for alarms, alerts, outages, and potential service disruptions.
Identify and document abnormal conditions involving network connectivity, 911 call handling equipment, and associated services.
Review monitoring notifications and follow procedures for incident identification, reporting, and escalation.
Track ongoing incidents and service conditions affecting Client 911 centers, including service restoration and confirmation that reported issues have been addressed.
Receive calls and technical support requests from 911 communications centers and gather details about technical problems, equipment malfunctions, call processing issues, and service interruptions.
Create, update, and maintain accurate incident records in the Client Salesforce case management platform.
Document troubleshooting activities, vendor responses, incident timelines, and resolution information.
Assign incident priorities according to established severity classifications and operational impact.
Escalate critical or unresolved incidents to Tier II personnel, technical vendors, or appropriate management.
Follow Standard Operating Guidelines (SOGs) for consistent incident handling.
Coordinate with NG911 service providers and technology vendors, including AT&T, Motorola Solutions, Intrado, RapidSOS, and other support partners.
Facilitate communication between PSAP personnel and technical support teams during troubleshooting and service restoration.
Monitor vendor ticket activity and follow up on outstanding issues; participate in technical conference calls and incident coordination bridges as needed.
Provide courteous assistance and clear, accurate status updates to 911 communications personnel, including during high-priority incidents and shift changes.
Maintain complete incident, notification, troubleshooting, and vendor-interaction records; prepare shift turnover notes covering unresolved incidents, ongoing vendor activities, and required follow-up.
Assist with operational documentation and identify opportunities to improve support procedures.
Participate in training and professional development related to NG911 systems, telecommunications, and incident management.