Network/Telecom Specialist-Raleigh NC

Infoorigin Inc; Raleigh (NC); On-site; USD 48,000 - 52,000; Full time

Job summary

Infoorigin Inc. is seeking a dependable Tier I Network Technician to support overnight operations, focusing on network monitoring, incident handling, and coordination with 911 centers and vendors to maintain critical emergency services.

You will monitor NG911 dashboards, respond to PSAP calls, document incidents in Salesforce, and escalate issues to Tier II. Training will be provided for NG911 systems and processes. This role welcomes a high school diploma and strong communication skills.

Qualifications

• High school diploma or equivalent.
• Strong computer skills and ability to navigate multiple applications.
• Excellent verbal and written communication skills.
• Strong customer service, documentation, and problem-solving abilities.
• Ability to multitask, prioritize urgent issues, and work independently.
• Attention to detail and willingness to work overnight shifts.

Responsibilities

• Monitor NG911 network dashboards, system alerts, alarms, and service disruptions.
• Receive and respond to technical support calls from 911 communication centers (PSAPs).
• Document, track, and update incidents using Salesforce case management.
• Identify, prioritize, and escalate technical issues to Tier II support and vendors.
• Coordinate with service providers such as AT&T, Motorola, Intrado, and RapidSOS.
• Track vendor tickets, troubleshooting activities, and service restoration.
• Provide status updates and professional customer support during incidents.
• Maintain incident documentation, shift handover notes, and operational records.
• Follow established procedures for incident reporting and escalation.

Skills

Strong computer skills

Multitasking

Communication skills

Customer service

Documentation

Problem-solving

Independence

Attention to detail

Overnight shift readiness

Education

High school diploma or equivalent

Tools

Salesforce

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.

2 days ago Requisition ID: 2367

Salary Range: $35.00 To $38.00 Hourly

We are seeking a dependable and detail-oriented Tier I Network Technician to support overnight operations . This role focuses on network/system monitoring, technical support, incident management, and coordination with 911 centers and technology vendors to ensure the reliability and availability of critical emergency services.

Key Responsibilities:

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

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

Document, track, and update incidents using Salesforce case management.

Identify, prioritize, and escalatie technical issues to Tier II support and vendors.

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

Track vendor tickets, troubleshooting activities, and service restoration.

Provide status updates and professional customer support during incidents.

Maintain incident documentation, shift handover notes, and operational records.

Follow established procedures for incident reporting and escalation.

Required Qualifications:

High school diploma or equivalent.

Strong computer skills and ability to navigate multiple applications.

Excellent verbal and written communication skills.

Strong customer service, documentation, and problem-solving abilities.

Ability to multitask, prioritize urgent issues, and work independently.

Attention to detail and willingness to work overnight shifts.

Preferred Qualifications:

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

Basic understanding of networking concepts and IP connectivity.

Experience with Salesforce, ticketing systems, or monitoring dashboards.

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

Note: Direct 911 experience is not required. Training will be provided on NG911 systems, NMAC procedures, and incident management processes.