Tier 1 Network Monitoring Analyst

Shift: Monday-Friday 4pm- 12am OR 6pm- 2am

Must haves:

• Strong customer support mindset and communication skills.
• Basic understanding of network systems, diagnostics, and troubleshooting.
• Ability to follow standard operating procedures and escalate issues appropriately.

Plusses

• Familiarity with telecommunications infrastructure and public safety systems
• Salesforce experience

Description:

A Tier I Network Technician serves as the frontline technical support for the NC 911 system, particularly the Next Generation 911 (NG911) infrastructure. They work onsite at the NMAC in Raleigh, NC, and are responsible for monitoring, troubleshooting, and maintaining the telecommunications network that supports Public Safety Answering Points (PSAPs) across the state.

Key Responsibilities

• First Response Support: Act as the initial point of contact for technical issues reported by PSAPs.
• Ticket Management: Create, track, and follow up on service tickets to ensure timely resolution.
• Network Monitoring: Continuously monitor the performance and health of the NG911 network.
• Communication: Interface with 911 Directors, Supervisors, service providers, and other stakeholders to resolve IT/network-related issues.
• Troubleshooting: Perform basic diagnostics and escalate complex problems to Tier II technicians or the NG911 NMAC Manager.
• Security Oversight: Assist in monitoring network security and ensuring compliance with protocols.
• Shift Work: This is a mid-shift position that includes weekends and holidays—note that it is not remote.