Network Technician – Overnight Operations- Onsite- Raleigh, NC

Info Origin Inc; Raleigh (NC); On-site; USD 55,000 - 60,000; Full time

Job summary

Info Origin Inc. is seeking a dependable Tier I Network Technician to support overnight monitoring and operations for North Carolina NG911 services. The role emphasizes monitoring dashboards, incident management, ticket documentation, and vendor coordination.

You will interact with PSAPs, maintain incident records, and work with vendors such as AT&T, Motorola, Intrado, and RapidSOS. Training will be provided, and attention to detail is essential for timely service restoration.

Qualifications

• High school diploma or equivalent.
• Strong computer skills and ability to use multiple applications.
• Excellent verbal and written communication.
• Customer service, problem-solving, and documentation skills.
• Detail-oriented with ability to prioritize urgent issues.
• Ability to work independently during overnight shifts.

Responsibilities

• Monitor NG911 network dashboards, system alerts, outages, and service disruptions.
• Receive and respond to technical support calls from PSAPs.
• Identify, document, prioritize, and elevate technical incidents.
• Create and maintain incident records using Salesforce or other ticketing systems.
• Coordinate with vendors such as AT&T, Motorola, Intrado, and RapidSOS.
• Track vendor tickets, troubleshooting activities, and service restoration.
• Provide timely status updates and maintain shift handover documentation.
• Follow established SOPs and escalation procedures.

Skills

Customer service

Problem solving

Documentation

Attention to detail

Independent work

Overnight shifts

Strong communication

Education

HS Diploma

Job description

Salary Range: $55,000.00 To $60,000.00 Annually

Position Overview:

The North Carolina 911 Management Advisory Committee (NMAC) is seeking a dependable, detail-oriented Tier I Network Technician to support overnight monitoring and technical operations for statewide Next Generation 911 (NG911) services.

This role focuses primarily on network/system monitoring, technical support, incident management, ticket documentation, and vendor coordination rather than hands-on network configuration or administration.

Key Responsibilities:

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

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

Identify, document, prioritize, and elevate technical incidents.

Create and maintain incident records using Salesforce or other ticketing systems.

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

Track vendor tickets, troubleshooting activities, and service restoration.

Provide timely status updates and maintain accurate shift handover documentation.

Follow established Standard Operating Guidelines (SOGs) and escalation procedures.

Required Qualifications:

High school diploma or equivalent.

Strong computer skills and ability to work with multiple applications.

Excellent verbal and written communication skills.

Customer service, problem-solving, and documentation skills.

Strong attention to detail and ability to prioritize urgent issues.

Ability to work independently during assigned overnight shifts.

Preferred Qualifications:

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

Basic networking knowledge (IP connectivity, network equipment, and telecommunications).

Experience with Salesforce, ticketing systems, monitoring dashboards, or incident management tools.

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

Note:

Previous 911 experience is not required. Training will be provided on NMAC systems, procedures, and incident management processes.