NMAC Tier I Network Technician (Onsite)

Serigor•Raleigh, NC

8d•Onsite

About The Position

The NMAC Tier I Network Technician is a frontline technical support resource at the client 911 Board’s Network Monitoring and Assistance Center (NMAC), a statewide operations center that monitors and coordinates support for the Next Generation 911 (NG911) system. The NMAC is the central point of contact for Public Safety Answering Points (PSAPs), telecommunications providers, and technology vendors. The role focuses on technical monitoring, incident management, customer support, and coordination rather than direct network configuration or administration. The technician monitors network and system dashboards, receives and documents service issues, coordinates incident response, and communicates with affected 911 centers and technical support partners. The position supports the availability, reliability, and operational readiness of critical 911 services, and requires following established Standard Operating Guidelines (SOGs), escalating issues appropriately, tracking incidents through resolution, and preparing shift turnover notes. This is an initially four-month contract-to-hire assignment, with the intent of transitioning the selected candidate into a permanent client position subject to satisfactory performance, position availability, and applicable hiring requirements. The role is 100% onsite in Raleigh, North Carolina, on an assigned overnight/night shift in a continuously staffed 24/7/365 operations center. Weekend and holiday work may be required based on the assigned schedule. 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.
Three years of experience using monitoring dashboards and alerting tools to detect alarms, outages, and abnormal conditions across a statewide NG911 network.
Three years of experience creating, updating, and closing incident records, including documenting timelines, troubleshooting steps, and vendor responses.
Three years of experience understanding IP connectivity, network equipment, and telecommunications services.
Three years of experience assigning severity levels based on operational impact, following SOGs, and routing issues to Tier II, vendors, or management.
Three years of experience gathering technical details from PSAP staff about equipment malfunctions, call processing issues, and service interruptions to support first-level diagnosis.
Three years of experience working in several software applications at once while tracking vendor tickets and participating in technical 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.
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 technical incidents, service conditions, and restoration efforts affecting North Carolina 911 centers.
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 incident records in the Salesforce case management platform, documenting troubleshooting, timelines, vendor responses, and resolutions.
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 established SOGs for consistent incident handling, escalation, notification, documentation, and closure.
Coordinate with contracted NG911 service providers and technology vendors, including AT&T, Motorola Solutions, Intrado, and RapidSOS.
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 professional, courteous, and responsive assistance to 911 communications personnel, including clear status updates about reported issues and restoration activities.
Maintain professionalism and composure during high-priority incidents and stressful situations, and communicate accurately during shift changes.
Maintain complete and accurate records of incidents, notifications, troubleshooting activities, and vendor interactions.
Prepare shift turnover notes identifying unresolved incidents, ongoing vendor activities, and items requiring follow-up.
Assist with maintaining operational documentation and identifying opportunities to improve support procedures.
Participate in training and professional development related to NG911 systems, telecommunications, and incident management.