Tier 1 Triage Engineer

Insight Global; Raleigh (NC); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Onsite at NMAC Raleigh

Job summary

Insight Global is seeking a Tier I Network Technician to support NC’s NG911 infrastructure from the NMAC in Raleigh, NC. This frontline role focuses on monitoring, troubleshooting, and maintaining the public safety network serving PSAPs statewide.

You’ll work on a mid-shift (including weekends and holidays) onsite, handling first-response issues, ticketing, and basic diagnostics, with complex problems escalated to Tier II. Strong customer service and clear communication are essential.

Qualifications

• Strong customer-facing mindset and clear communication are required.
• Basic understanding of network systems, diagnostics, and troubleshooting is essential.
• Ability to follow SOPs and escalate issues appropriately.

Responsibilities

• First Response Support: act as the initial contact for PSAP-reported issues.
• Ticket Management: create, track, and follow up on service tickets for timely resolution.
• Network Monitoring: continuously monitor the NG911 network health and performance.
• Communication: interface with 911 Directors, Supervisors, providers, and stakeholders to resolve IT issues.
• Troubleshooting: perform basic diagnostics and escalate complex problems to Tier II or NMAC Manager.
• Security Oversight: assist in monitoring network security and ensuring protocol compliance.

Skills

Customer support mindset

Communication skills

Network basics

Telecom infrastructure familiarity

Job description

Shift: Monday - Thursday 8pm - 6am (40 hours)

Must haves:

• Strong customer support mindset and communication skills.
• Basic understanding of network systems, diagnostics, and troubleshooting.
• Ability to follow standard operating procedures and escape issues appropriately.

Plusses

• Familiarity with telecommunications infrastructure and public safety systems

Description:

A Tier I Network Technician serves as the frontline technical support for the NC 911 system, particularly the Next Generation 911 (NG911) infrastructure. They work onsite at the NMAC in Raleigh, NC, and are responsible for monitoring, troubleshooting, and maintaining the telecommunications network that supports Public Safety Answering Points (PSAPs) across the state.

Key Responsibilities

• First Response Support: Act as the initial point of contact for technical issues reported by PSAPs.
• Ticket Management: Create, track, and follow up on service tickets to ensure timely resolution.
• Network Monitoring: Continuously monitor the performance and health of the NG911 network.
• Communication: Interface with 911 Directors, Supervisors, service providers, and other stakeholders to resolve IT/network-related issues.
• Troubleshooting: Perform basic diagnostics and escape complex problems to Tier II technicians or the NG911 NMAC Manager.
• Security Oversight: Assist in monitoring network security and ensuring compliance with protocols.

Shift Work: This is a mid-shift position that includes weekends and holidays - note that it is not remote.