NMAC Technician

O2 Technologies,Inc; Chapel Hill (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

O2 Technologies,Inc in Chapel Hill, NC, is seeking an Night Shift Operations Manager to oversee NG911 network monitoring, PSAP support, and incident handling. The role emphasizes adherence to SOPs, documentation, and timely escalation.

The position requires a High School Diploma with IT/telecom related fields; preferred higher degrees or ITIL/Network+ certs. Night shift, on-site, with coordination across vendors and internal teams.

Qualifications

• High School Diploma in IT, telecom, CS, or network engineering; higher degrees/certs preferred.
• Preferred: Associate/Bachelor in IT or Networking.
• Certifications like CompTIA Network+ or ITIL Foundation encouraged.

Responsibilities

• Monitor NG911 networks and respond to incidents.
• Provide public safety communications support to PSAPs.
• Deliver PSAP customer service and issue management.
• Oversee night shift operations and staffing.
• Document incidents and generate reports.
• Adhere to SOGs and standard operating procedures.
• Manage incidents from detection to resolution.
• Escalate issues according to protocol.
• Track and close tickets in the system.
• Coordinate with vendors for service continuity.
• Assess impact and classify incident severity.
• Utilize ServiceNow and NMAC for workflow.

Skills

NG911 monitoring

Public safety communications

PSAP customer service

Shift operations management

Incident management

Escalation

Vendor coordination

Impact assessment

Severity classification

NMAC

Education

High School Diploma

Information Technology

Telecommunications

Computer Science

Network Engineering

Associate’s Degree in Network Administration

Bachelor’s Degree in Information Technology

CompTIA Network+ Certification

ITIL Foundation Certification

Tools

ServiceNow

Salesforce

NOC tools

Incident management platforms

IP connectivity tools

Network equipment management

Monitoring dashboards

Alerting tools

Job description

• Shift Operations (Night Shift) Management
• Technical Documentation & Reporting
• Operational Procedure Adherence (SOGs)
• Ticket Tracking
• Impact Assessment
• Severity Classification
• ServiceNow
• NMAC

Key Responsibilities & Skills

• NG911 Network Monitoring
• Public Safety Communications Support
• PSAP Customer Service
• Shift Operations (Night Shift) Management
• Technical Documentation & Reporting
• Operational Procedure Adherence (SOGs)
• Incident Management
• Escalation
• Ticket Tracking
• Vendor Coordination
• Impact Assessment
• Severity Classification
• ServiceNow
• NMAC

Technical Skills

• Monitoring Dashboards / Alerting Tools
• Telecommunications Services Knowledge
• NOC Operations Tools
• Incident Management Platforms
• Multi-Application Navigation
• ServiceNow
• Salesforce
• IP Connectivity
• Network Equipment
• Monitoring Dashboards
• Alerting Tools

Education

High School Diploma in Information Technology, Telecommunications, Computer Science, Network Engineering. Preferred: Associate's Degree in Network Administration, Bachelor's Degree in Information Technology, CompTIA Network+ Certification, ITIL Foundation Certification.

Industry Experience

• Public Safety / 911 Communications
• NG911 Systems
• Telecommunications
• Network Operations Center (NOC)

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