Network/Telecom Specialist - Junior

We are seeking a motivated and dependable Junior Network/Telecom Specialist to support a 24/7 Network Monitoring and Assistance Center (NMAC) responsible for monitoring and supporting critical telecommunications infrastructure.

The ideal candidate will have experience in network monitoring, technical support, incident management, ticket documentation, and basic networking concepts. Key Responsibilities

• Monitor network and system dashboards for alarms, alerts, outages, and abnormal conditions.
• Identify, document, and escalate network connectivity and telecommunications issues.
• Receive and respond to technical support calls and service requests.
• Create, update, and maintain incident tickets and case records.
• Perform initial troubleshooting and gather technical details from users.
• Assign incident priorities and escalate unresolved issues to Tier II teams.
• Coordinate with vendors and technical support teams for incident resolution.
• Track vendor tickets and monitor progress until service restoration.
• Maintain accurate incident documentation and shift handover reports.
• Provide professional technical support and status updates.

Network Monitoring, Telecommunications, Incident Management, Documentation, Technical Support, Reporting Dashboards, Network Systems, Maintenance Services, Telephone Skills, Identify Issues, * 3+ years of experience using network monitoring dashboards and alerting tools.

• 3+ years of experience in incident management and ticket documentation.
• 3+ years of understanding IP connectivity, network equipment, and telecommunications services.
• 3+ years of experience with incident prioritization and escalation procedures.
• 3+ years of experience gathering technical information and performing first-level troubleshooting.
• 3+ years of experience working with multiple software applications and tracking technical support tickets.
• Excellent verbal and written communication skills.
• Strong customer service, problem-solving, and documentation abilities.

Preferred Qualifications

• Experience in NOC, IT Help Desk, or Technical Support environments.
• Familiarity with Salesforce or other ticketing systems.
• Knowledge of network monitoring and incident management tools.
• Telecommunications or public safety technology experience is a plus.
• Previous 911/NG911 experience is preferred but not mandatory.

• Must be available to work 100% onsite in Raleigh, NC.
• Must be comfortable working overnight shifts, including weekends and holidays.
• Must be available for an in-person interview.
• This is a Contract-to-Hire opportunity.
• Candidates must be eligible to work full-time without sponsorship for the permanent employment phase.