Mid-Shift NG911 Network Support Specialist

Insight Global; Raleigh (NC); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Onsite at NMAC Raleigh

Job summary

Insight Global is seeking a Tier I Network Technician to support NC’s NG911 infrastructure from the NMAC in Raleigh, NC. This frontline role focuses on monitoring, troubleshooting, and maintaining the public safety network serving PSAPs statewide.

You’ll work on a mid-shift (including weekends and holidays) onsite, handling first-response issues, ticketing, and basic diagnostics, with complex problems escalated to Tier II. Strong customer service and clear communication are essential.

Qualifications

• Strong customer-facing mindset and clear communication are required.
• Basic understanding of network systems, diagnostics, and troubleshooting is essential.
• Ability to follow SOPs and escalate issues appropriately.

Responsibilities

• First Response Support: act as the initial contact for PSAP-reported issues.
• Ticket Management: create, track, and follow up on service tickets for timely resolution.
• Network Monitoring: continuously monitor the NG911 network health and performance.
• Communication: interface with 911 Directors, Supervisors, providers, and stakeholders to resolve IT issues.
• Troubleshooting: perform basic diagnostics and escalate complex problems to Tier II or NMAC Manager.
• Security Oversight: assist in monitoring network security and ensuring protocol compliance.

Skills

Customer support mindset

Communication skills

Network basics

Telecom infrastructure familiarity

Job description

Insight Global is seeking a Tier I Network Technician to support NC’s NG911 infrastructure from the NMAC in Raleigh, NC. This frontline role focuses on monitoring, troubleshooting, and maintaining the public safety network serving PSAPs statewide.

You’ll work on a mid-shift (including weekends and holidays) onsite, handling first-response issues, ticketing, and basic diagnostics, with complex problems escalated to Tier II. Strong customer service and clear communication are essential.