NCDIT - Network/Telecom Specialist- Tier I

Communicate with 911 Directors/Supervisors, telecom carriers, service providers, and internal teams (including AT&T Tiger Team) regarding incidents. - 3 years experience (preferred) in networking, vendor products (Juniper/VMWare/Microsoft/Cisco), documentation, network cabling/topology.

Job Summary (List Format):

- Position: Tier I NOC Support (Night Shift)
- Location: Onsite at 3900 Wake Forest Road, Raleigh, NC 27609
- Typical Experience: 12-36 months (3 years preferred for most skills)
- Schedule: Night shift (6pm-2am, Monday Friday); flexibility required for covering additional hours (2am-6am or 10pm-6am) for callouts, vacations, and training.
- Key Responsibilities:
- Monitor statewide Emergency Services IP Network (ESInet) and NG911 systems for outages, alarms, or performance issues 24/7.
- Serve as first point of contact for Public Safety Answering Points (PSAPs) reporting technical/service issues.
- Receive, triage, document, and track support tickets until resolution.
- Troubleshoot network, telecom, and connectivity issues affecting 911 operations.
- Communicate with 911 Directors/Supervisors, telecom carriers, service providers, and internal teams (including AT&T Tiger Team) regarding incidents.
- Escalate complex issues to Tier II, Tiger Team, or vendors as necessary.
- Maintain documentation, ticket narration, and operational logs in Salesforce.
- Support operational continuity during emergencies and disaster response events.
- Monitor network security, system health, and telecommunications performance statewide.
- Coordinate reroutes or alternate communication paths during outages or call surges.
- Provide customer-focused support to PSAP personnel across North Carolina.
- Technical Environment:
- Technologies: Strong understanding of operating systems, networking, anti-virus, backups, systems firewalls, and switches.
- Vendor knowledge: Experience with at least one of Juniper, VMWare, Microsoft, or Cisco products.
- Network knowledge: Experience with network cabling, classification, and topology.
- VOIP and NOC experience highly desired.
- Documentation: Strong writing skills required for organized documentation.
- Mission: Supports mission-critical emergency communications infrastructure for the state.
- Work Conditions: All work must be completed onsite during night shift; strict attendance policy; absences must be pre-approved.
- Other: Adherence to compensation, subcontracting, and outsourcing policies required.

Relevant Skills:
- 3 years experience (preferred) in networking, vendor products (Juniper/VMWare/Microsoft/Cisco), documentation, network cabling/topology.
- VOIP technologies and NOC environment experience highly desired.

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