Network/Telecom Specialist-Raleigh NC

Monitor NG911 network dashboards, system alerts, alarms, and service disruptions.

Receive and respond to technical support calls from 911 communication centers (PSAPs).

Document, track, and update incidents using Salesforce case management.

Identify, prioritize, and escalate technical issues to Tier II support and vendors.

Coordinate with service providers such as AT&T, Motorola, Intrado, and RapidSOS.

Track vendor tickets, troubleshooting activities, and service restoration.

Provide status updates and professional customer support during incidents.

Maintain incident documentation, shift handover notes, and operational records.

Follow established procedures for incident reporting and escalation.

High school diploma or equivalent.

Strong computer skills and ability to navigate multiple applications.

Excellent verbal and written communication skills.

Strong customer service, documentation, and problem-solving abilities.

Ability to multitask, prioritize urgent issues, and work independently.

Attention to detail and willingness to work overnight shifts.

Preferred Qualifications: Experience in IT Help Desk, Technical Support, NOC, or Telecommunications.

Basic understanding of networking concepts and IP connectivity.

Experience with Salesforce, ticketing systems, or monitoring dashboards.

Exposure to 911 communications, NG911, or public safety technology.

Note: Direct 911 experience is not required. Training will be provided on NG911 systems, NMAC procedures, and incident management processes.