On-Site Night-Shift NG911 Network Technician

Neodym Technologies; Raleigh (NC); On-site; USD 30,000 - 41,000; Full time

Job summary

The North Carolina 911 Board's NMAC is seeking a dependable Tier I Network Technician for overnight shifts in Raleigh, NC. This 100% on-site four-month contract-to-hire role focuses on monitoring, incident management, and coordinating with PSAPs and vendors.

You will document incidents in Salesforce, gather detailed information, and escalate as needed while supporting 24/7 public-safety operations. Training will be provided; prior 911 experience is not required.

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 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 North Carolina's 911 centers.
• Assist with tracking service restoration and confirming that reported issues have been appropriately addressed.
• Serve as a primary point of contact for incoming calls and technical support requests from 911 communications centers across North Carolina.
• Gather detailed information from PSAP personnel regarding reported technical 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 established severity classifications and operational impact.
• Escalate critical or unresolved incidents to Tier II personnel, technical vendors, or appropriate management.
• Follow established Standard Operating Guidelines (SOGs) to ensure consistent handling of reported incidents.

Skills

Strong computer skills

Excellent verbal and written comms

Customer service

Problem-solving abilities

Ability to document issues

Attention to detail

Follow procedures independently

Willingness to learn telecom tech

Dependable attendance for overnight

Education

High school diploma or equivalent

Tools

Salesforce CRM

Job description

The North Carolina 911 Board's NMAC is seeking a dependable Tier I Network Technician for overnight shifts in Raleigh, NC. This 100% on-site four-month contract-to-hire role focuses on monitoring, incident management, and coordinating with PSAPs and vendors.

You will document incidents in Salesforce, gather detailed information, and escalate as needed while supporting 24/7 public-safety operations. Training will be provided; prior 911 experience is not required.