Network Technician – Overnight Operations- Onsite- Raleigh, NC

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

Job summary

Infoorigin Inc. is seeking a dependable Tier I Network Technician to support overnight monitoring and operations for statewide NG911 services. The role emphasizes monitoring, incident management, and ticket documentation rather than hands-on configuration.

Responsibilities include monitoring dashboards, handling PSAP support calls, documenting incidents, and coordinating with vendors such as AT&T, Motorola, Intrado, and RapidSOS. Training will be provided for NMAC systems and procedures.

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.

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 escalte 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.

Skills

Strong computer skills

Excellent verbal and written English

Customer service

Problem solving

Documentation

Independent overnight work

Education

High school diploma or equivalent

Tools

Salesforce

Ticketing systems

Monitoring dashboards

Incident management tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

6 days ago Requisition ID: 2368

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 escalte 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.