Dashboards Troubleshoot Telecommunications Tier II Support Specialist
Raleigh, NCContract / TemporarySeen todaySeen in employer's feed today
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Job overview
The role supports North Carolina’s 24/7 NG911 Network Monitoring and Assistance Center, monitoring system dashboards and coordinating technical support for 911 communications centers. It handles incoming support requests, documents and prioritizes incidents, escalates unresolved issues, and coordinates with vendors and technical teams. The posting describes the work as onsite and in person, with a four-month duration and stated start and end dates.
Skills & qualifications
Skills
Full job description
Dashboards Troubleshoot Telecommunications Tier II Support Specialist
(Jobs in Ral
Requirement id 159474
Job title Specialist
Job location in Raleigh, NC
Skills required Dashboards, Troubleshoot, Telecommunications, Tier II Support
Open Date 03-Nov-2026
Close Date
Job type Contract
Duration 4 Months
Compensation DOE
Status requirement ---
Job interview type ---
Email Recruiter:coolsoft
Job Description Specialist: Dashboards, Troubleshoot, Telecommunications, Tier II Support
Start date : 11/16/2026
End Date : 03/31/2027
Submission deadline : 11/09/2026
Client Info : NCDIT
Note:
*Onsite
*In Person Only
Description:
The North Carolina 911 Boards 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 Carolinas 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.
This is an excellent opportunity for individuals interested in information technology, network operations, telecommunications, or public safety technology.
Essential Duties and Responsibilities
- Network and System Monitoring
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 Carolinas 911 centers.
Assist with tracking service restoration and confirming that reported issues have been appropriately addressed.
- Technical Support and Incident Management
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 NMACs 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.
- Vendor and Technical Coordination
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 a
Call502-379-4456 Ext 100for more details. Please provide Requirement id: 159474 while calling.
EOE Protected Veterans/Disability
How this job compares
Set against the 628 open Network Technician jobs on Olive Jobs, counted November 5, 2026.
- Pay
- This postingNot listed
- US median$73–133K/yr87 salary ranges
- US median$28–49/hr432 hourly ranges
- Openings
- Olive Jobs lists 10 open Network Technician jobs in North Carolina and 628 across the US. Under 1% of them nationwide are listed as remote or flexible.
- Experience
- Network Technician postings that state a minimum ask for 2 years of experience at the median; the middle half ask for 1 to 2 years (506 postings).
- Education
- 124 of the 628 open Network Technician jobs (20%) ask for a bachelor's degree or higher.
Counted across the open, public US postings on Olive Jobs on November 5, 2026. Pay medians are the middle values of the low ends and of the high ends of postings that list both ends of a range in the same cadence (a yearly salary or an hourly rate); a range's midpoint is halfway between its ends. Pay and experience figures resting on fewer than 20 postings are left out.
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