Night Shift NG911 Network & Incident Monitor

VIVA USA Inc; Raleigh (NC); On-site; USD 60,000 - 75,000; Full time

Job summary

VIVA seeks a dependable, detail-oriented Tier I Network Technician for overnight NMAC operations in North Carolina. The role focuses on monitoring NG911 systems, incident management, and customer coordination in a frontline support capacity.

You will document issues, manage incidents in Salesforce, and coordinate with PSAPs and vendors to ensure timely restoration of services. Training will cover NG911 technologies and operational procedures.

Qualifications

• High school diploma or equivalent.
• Strong computer skills and the ability to navigate multiple software applications.
• Excellent verbal and written communication skills.
• Demonstrated customer service and problem-solving abilities.
• Ability to accurately document technical issues and communicate information clearly.
• Strong organizational skills and attention to detail.
• Ability to follow established procedures and work independently with minimal supervision.
• Ability to prioritize competing tasks and respond appropriately to urgent situations.
• Willingness to learn specialized telecommunications and public safety technologies.
• Dependable attendance and the ability to work an assigned overnight schedule.

Responsibilities

• Monitor statewide NG911 network and system dashboards for alarms, alerts, outages, and potential service disruptions.
• Identify and document abnormal conditions involving network connectivity, 911 call handling equipment, and associated services.
• Review monitoring notifications and follow established procedures for incident identification, reporting, and escalation.
• Maintain awareness of ongoing technical incidents and service conditions affecting client's 911 centers.
• Assist with tracking service restoration and confirming that reported issues have been addressed.
• Serve as a primary point of contact for incoming calls and technical support requests from 911 centers across client.
• Gather detailed information from PSAP personnel regarding reported problems, equipment malfunctions, call processing issues, and service interruptions.
• Create, update, and maintain accurate incident records using the NMAC's Salesforce case management platform.
• Document troubleshooting activities, vendor responses, incident timelines, and resolution information.
• Assign incident priorities based on severity classifications and operational impact.
• Escalate critical or unresolved incidents to Tier II personnel, vendors, or management.
• Follow established Standard Operating Guidelines to ensure consistent handling of reported incidents.
• Coordinate with NG911 service providers and technology vendors (AT&T, Motorola Solutions, Intrado, RapidSOS, etc.).
• Facilitate communication between PSAP personnel and technical support teams during troubleshooting and restoration.
• Monitor vendor ticket activity and follow up on outstanding issues.
• Participate in technical conference calls and incident coordination bridges.
• Ensure incidents are documented, escalated, and tracked through resolution.
• Provide professional, courteous, and responsive assistance to 911 personnel.
• Communicate technical information clearly to varied levels of technical knowledge.
• Provide accurate status updates regarding issues, investigations, and restoration activities.
• Recognize the importance of 911 services and demonstrate urgency during incidents.
• Maintain professionalism during high-priority incidents and shifts.
• Ensure clear communication during shift changes.
• Maintain complete records of incidents, notifications, troubleshooting, and vendor interactions.
• Follow procedures for escalation, notification, documentation, and closure.
• Prepare shift turnover notes.
• Assist with maintaining operational documentation and improving support procedures.
• Participate in training related to NG911 systems and incident management.

Education

High school diploma

Tools

Salesforce

Ticketing systems

Job description

VIVA seeks a dependable, detail-oriented Tier I Network Technician for overnight NMAC operations in North Carolina. The role focuses on monitoring NG911 systems, incident management, and customer coordination in a frontline support capacity.

You will document issues, manage incidents in Salesforce, and coordinate with PSAPs and vendors to ensure timely restoration of services. Training will cover NG911 technologies and operational procedures.