Network Operations Technician (Night Shift)

Position Overview

We are seeking a Junior Network Operations Technician to support a 24/7 Network Monitoring and Assistance Center responsible for monitoring critical statewide 911 communications infrastructure.

This role focuses on monitoring network systems, identifying service interruptions, documenting technical incidents, coordinating with vendors, and providing first-level technical support.

The position primarily involves network monitoring, incident management, technical support, and communication rather than hands-on network configuration or administration.

Key Responsibilities

• Monitor network dashboards and system alerts to identify outages, connectivity issues, and abnormal system activity.
• Receive and respond to technical support requests from emergency communications centers.
• Gather information about equipment malfunctions, call processing issues, and service interruptions.
• Create, update, and maintain incident records using Salesforce or similar ticketing systems.
• Document troubleshooting steps, incident timelines, vendor responses, and resolutions.
• Assign incident severity levels and escalate critical issues to Tier II support, vendors, or management.
• Coordinate with telecommunications providers and technical vendors to resolve service issues.
• Track vendor tickets and follow up on outstanding incidents.
• Participate in technical conference calls and incident coordination meetings.
• Prepare shift handover notes and ensure proper communication of unresolved issues.

Required Qualifications

• Minimum 3 years of experience in network monitoring, technical support, IT operations, or telecommunications.
• Understanding of IP connectivity, network equipment, and telecommunications services.
• Experience working with monitoring dashboards and alerting tools.
• Experience creating and managing incident or service tickets.
• Ability to assess incident severity and follow escalation procedures.
• Strong communication, documentation, and troubleshooting skills.
• Ability to work with multiple applications simultaneously.
• Comfortable working independently in a 24/7 operations environment.

Preferred Qualifications

• Experience in a Network Operations Center (NOC), IT Help Desk, or Technical Support Center.
• Familiarity with Salesforce or similar ticketing platforms.
• Experience with network monitoring and incident management tools.
• Exposure to telecommunications or emergency communications systems.
• Previous experience supporting 911 or public safety operations is an advantage but not mandatory.

Work Schedule & Requirements

• Night shift in a 24/7 operations environment.
• 100% onsite in Raleigh, NC.
• Weekend and holiday availability may be required.
• Must be available for an in-person interview.
• Must be comfortable handling time-sensitive technical incidents.

Contract-to-Hire Opportunity

This is an initial four-month contract-to-hire opportunity, with the possibility of transitioning into a permanent position based on performance and business requirements.

Potential Full-Time Salary: $60,000 annually.

Important: Candidates must be authorized to work full-time in the United States without requiring employer sponsorship for the permanent position.