Network/Telecom Specialist- Junior
Location: Raleigh, NC
Contract Duration: 5+ months, Onsite
Responsibilities:
- Serve as a primary point of contact for incoming calls and technical support requests from 911 communications centers.
- Create, update, and maintain accurate incident records using Salesforce case management platform.
- Coordinate with NG911 service providers and technology vendors to resolve technical issues.
- Provide professional and responsive assistance to 911 communications personnel.
Required Qualifications:
- High school diploma or equivalent.
- Strong computer skills and ability to navigate multiple software applications simultaneously.
- Excellent verbal and written communication skills.
- Demonstrated customer service and problem-solving abilities.
- Ability to work independently and prioritize tasks.
Preferred Qualifications:
- Familiarity with basic networking concepts and telecommunications services.
- Experience using ticketing or case management systems such as Salesforce.
- Experience in a 911 communications center or public safety environment is a plus.
Must-Have Skills:
- 3 years of experience using monitoring dashboards and alerting tools to detect alarms and outages.
- 3 years of experience creating, updating, and closing incident records.
- 3 years of understanding IP connectivity, network equipment, and telecommunications services.
- 3 years of experience assigning severity levels and routing issues to appropriate teams.
- 3 years of experience gathering technical details from PSAP staff to support first-level diagnosis.
- 3 years of experience working with multiple software applications while managing vendor tickets.