Network/Telecom Specialist- Junior

Roles/Responsibilities:

1. Network and System Monitoring

• 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 established procedures for incident identification, reporting, and escalation.
• Maintain awareness of ongoing technical incidents and service conditions affecting North Carolina's 911 centers.
• Assist with tracking service restoration and confirming that reported issues have been appropriately addressed.

2. Technical Support and Incident Management

• Serve as a primary point of contact for incoming calls and technical support requests from 911 communications centers across North Carolina.
• Gather detailed information from PSAP personnel regarding reported technical problems, equipment malfunctions, call processing issues, and service interruptions.
• Create, update, and maintain accurate incident records using the NMAC's Salesforce case management platform.
• Document troubleshooting activities, vendor responses, incident timelines, and resolution information.
• Assign incident priorities based on established severity classifications and operational impact.
• Escalate critical or unresolved incidents to Tier II personnel, technical vendors, or appropriate management.
• Follow established Standard Operating Guidelines (SOGs) to ensure consistent handling of reported incidents.

3. Vendor and Technical Coordination

• Coordinate with contracted 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 to ensure progress toward resolution.
• Participate in technical conference calls and incident coordination bridges as necessary.
• Ensure incidents are appropriately documented, escalated, and tracked through resolution.

4. Customer Service and Communication

• Provide professional, courteous, and responsive assistance to 911 communications personnel.
• Communicate technical information clearly to individuals with varying levels of technical knowledge.
• Provide accurate status updates regarding reported issues, ongoing investigations, and service restoration activities.
• Recognize the operational importance of 911 services and demonstrate urgency when handling potentially service-impacting incidents.
• Maintain professionalism and composure during high-priority incidents and stressful situations.
• Ensure accurate communication and information sharing during shift changes.

5. Documentation and Operational Procedures

• Maintain complete and accurate records of incidents, notifications, troubleshooting activities, and vendor interactions.
• Follow established procedures for incident escalation, notification, documentation, and closure.
• Prepare clear 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.

Mandatory Skills:

• Using monitoring dashboards and alerting tools to detect alarms, outages, and abnormal conditions across the statewide NG911 network. 4 years
• Creating, updating, and closing incident records including documenting timelines, troubleshooting steps, and vendor response 4 years
• Understanding IP connectivity, network equipment, and telecommunications services 4 years
• Assigning severity levels based on operational impact, following SOGs, and routing issues to Tier II, vendors, or management. 4 years
• Gathering tech detail from PSAP staff about equipment malfunctions, call processing issues, and service interruptions to support first-level diagnosis 4 years
• Working in several software apps at once while tracking vendor tickets and participating in tech conference calls and incident bridges. 4 years
• High school diploma or equivalent.
• Strong computer skills and the 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 the ability to work an assigned overnight schedule.

Desirable Skills:

• 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 working 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.