Network​/Telecom Specialist- Junior

The North Carolina 911 Board's Network Monitoring and Assistance Center (NMAC) is a 24-hour, 7-day-a-week statewide operations center responsible for monitoring and coordinating technical support for North Carolina's Next Generation 911 (NG911) system.

The NMAC serves as a central point of contact for Public Safety Answering Points (PSAPs), telecommunications providers, and technology vendors throughout North Carolina. Our mission is to help maintain the availability, reliability, and operational readiness of critical 911 services.

We are seeking a dependable, detail-oriented, and technically capable Tier I Network Technician to join our overnight operations team. This position serves as a frontline technical support resource, receiving and documenting service issues, monitoring system notifications, coordinating incident response, and ensuring timely communication with affected 911 centers and technical support partners.

Although the position carries a Network Technician title, the primary responsibilities involve technical monitoring, incident management, customer support, and coordination rather than direct network configuration or administration.

• 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.

• Coordinate with contracted NG911 service providers and technology vendors, including AT&T, Motorola Solutions, Intrado, RapidSOS, and other support partners.
• Facilitate communication between PSAP personnel and technical support teams during troubleshooting and service restoration.
• Monitor vendor ticket activity and follow up on outstanding issues to ensure progress toward resolution.
• Participate in technical conference calls and incident coordination bridges as necessary.
• Ensure incidents are appropriately documented, escalated, and tracked through resolution.

• Provide professional, courteous, and responsive assistance to 911 communications personnel.
• Communicate technical information clearly to individuals with varying levels of technical knowledge.
• Provide accurate status updates regarding reported issues, ongoing investigations, and service restoration activities.
• Recognize the operational importance of 911 services and demonstrate…