Jobs → Customer Support → Network/Telecom Specialist

About the Role We are seeking a Junior Network/Telecom Specialist to join our team in Raleigh, NC. This role involves monitoring statewide NG911 network dashboards and providing first-level technical support to Public Safety Answering Points (PSAPs). Key Responsibilities • Monitor statewide NG911 network dashboards, alerts, alarms, and system outages • Identify and document network connectivity and 911 service disruptions • Provide first-level technical support to Public Safety Answering Points (PSAPs) • Create and maintain incident records using the NMAC Salesforce case management platform • Document troubleshooting activities, vendor responses, and resolution timelines • Prioritize incidents based on severity and operational impact • Escalate critical issues to Tier II support, vendors, and management • Coordinate with service providers and technology vendors, including AT&T, Motorola Solutions, Intrado, and RapidSOS • Track vendor tickets and follow up on unresolved incidents • Provide clear status updates and support service restoration • Maintain accurate shift handover notes and operational documentation • Follow established incident management procedures and Standard Operating Guidelines (SOGs) Requirements • 3+ years of experience using network monitoring dashboards and alerting tools • 3+ years of experience creating, updating, and closing incident records • 3+ years of experience understanding IP connectivity, network equipment, and telecommunications services • 3+ years of experience assigning incident severity levels and following Standard Operating Guidelines (SOGs) • 3+ years of experience gathering technical details from PSAP staff • 3+ years of experience working with multiple software applications simultaneously • Overnight/night shift experience in 24/7 Operations environment • Visa: GC/USC Only