Roles/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 Carolina's 911 centres.
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 NMAC's 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 as necessary.
Ensure incidents are appropriately documented, escalated, and tracked through resolution.
Customer Service and Communication
Provide professional, courteous, and responsive assistance to 911 communications personnel.
Communicate technical information clearly to individuals with varying levels of technical knowledge.
Provide accurate status updates regarding reported issues, ongoing investigations, and service restoration activities.
Recognize the operational importance of 911 services and demonstrate urgency when handling potentially service-impacting incidents.
Maintain professionalism and composure during high-priority incidents and stressful situations.
Ensure accurate communication and information sharing during shift changes.
Documentation and Operational Procedures
Maintain complete and accurate records of incidents, notifications, troubleshooting activities, and vendor interactions.
Follow established procedures for incident escalation, notification, documentation, and closure.
Prepare clear shift turnover notes identifying unresolved incidents, ongoing vendor activities, and items requiring follow-up.
Assist with maintaining operational documentation and identifying opportunities to improve support procedures.
Participate in training and professional development related to NG911 systems, telecommunications, and incident management.
Mandatory Skills:
Using monitoring dashboards and alerting tools to detect alarms, outages, and abnormal conditions across the statewide NG911 network. - 3 years
Creating, updating, and closing incident records including documenting timelines, troubleshooting steps, and vendor responses- 3 years
Creating, updating, and closing incident records including documenting timelines, troubleshooting steps, and vendor responses - 3 years
Assigning severity levels based on operational impact, following SOGs, and routing issues to Tier II, vendors, or management. - 3 years
Gathering tech detail from PSAP staff about equipment malfunctions, call processing issues, and service interruptions to support first-level diagnosis - 3 years
Working in several software applications at once while tracking vendor tickets and participating in technical conference calls and incident bridges. - 3 years
High school diploma or equivalent.
Strong computer skills and the ability to navigate multiple software applications simultaneously.
Excellent verbal and written communication skills.
Demonstrated customer service and problem-solving abilities.
Ability to accurately document technical issues and communicate information clearly.
Strong organizational skills and attention to detail.
Ability to follow established procedures and work independently with minimal supervision.
Ability to prioritize competing tasks and respond appropriately to urgent situations.
Willingness to learn specialized telecommunications and public safety technologies.
Dependable attendance and the ability to work an assigned overnight schedule.
Desirable Skills:
Previous experience in an IT help desk, technical support center, network operations center (NOC), or telecommunications environment.
Familiarity with basic networking concepts, including IP connectivity, network equipment, and telecommunications services.
Experience using ticketing or case management systems such as Salesforce.
Experience working with monitoring dashboards, incident management tools, or technical support applications.
Previous experience in a 911 communications center, emergency communications, or public safety environment.
Familiarity with NG911 systems, call handling equipment, or emergency communications technology.
