Network Technician – Overnight Operations- Onsite- Raleigh, NC in Raleigh, North Carolina at INFO ORIGIN INC

Position Overview:
The North Carolina 911 Management Advisory Committee (NMAC) is seeking a dependable, detail-oriented Tier I Network Technician to support overnight monitoring and technical operations for statewide Next Generation 911 (NG911) services.

This role focuses primarily on network/system monitoring, technical support, incident management, ticket documentation, and vendor coordination rather than hands-on network configuration or administration.

Key Responsibilities:

• Monitor NG911 network dashboards, system alerts, outages, and service disruptions.

• Receive and respond to technical support calls from 911 communication centers (PSAPs).

• Identify, document, prioritize, and escalate technical incidents.

• Create and maintain incident records using Salesforce or other ticketing systems.

• Coordinate with vendors such as AT&T, Motorola, Intrado, and RapidSOS.

• Track vendor tickets, troubleshooting activities, and service restoration.

• Provide timely status updates and maintain accurate shift handover documentation.

• Follow established Standard Operating Guidelines (SOGs) and escalation procedures.

Required Qualifications:

• High school diploma or equivalent.

• Strong computer skills and ability to work with multiple applications.

• Excellent verbal and written communication skills.

• Customer service, problem-solving, and documentation skills.

• Strong attention to detail and ability to prioritize urgent issues.

• Ability to work independently during assigned overnight shifts.

Preferred Qualifications:

• Experience in IT Help Desk, Technical Support, NOC, or Telecommunications.

• Basic networking knowledge (IP connectivity, network equipment, and telecommunications).

• Experience with Salesforce, ticketing systems, monitoring dashboards, or incident management tools.

• Exposure to 911 communications, public safety, or NG911 environments.

Note: Previous 911 experience is not required. Training will be provided on NMAC systems, procedures, and incident management processes.