Night NG911 Network & Incident Support Technician

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

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.