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NOC Technician

HonorVet TechnologiesRaleigh, NC🇺🇸United States

Quick overview

SeniorityMid Senior

Work modeOn Site

LocationRaleigh, NC, United States

Case ManagementHelp DeskTechnical SupportSalesforce

Job description

HonorVet Technologies is a Service-Disabled Veteran-Owned IT staffing firm, ISO 9001 and ISO 27001 certified, working with federal agencies, state governments, and Fortune 500 enterprise clients across the US. What makes us different isn't a tagline; it's the way we work. We don't forward resumes and hope for the best. We take the time to understand where a professional like you are headed and only reach out when we genuinely believe there's a fit worth exploring.
Job Title: NOC Technician
Location: Raleigh, NC 27609 (Onsite)
Schedule: Night Shift – 24/7 Operations Environment
Employment Type/Duration: Four-Month Contract-to-Hire
Job Descriptions:
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.
Key Duties/Responsibilities:
1. 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 centers.
Assist with tracking service restoration and confirming that reported issues have been appropriately addressed.

2. 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.

3. Vendor and Technical Coordination:

Coordinate with contracted NG911 service providers and technology vendors, including Telecommunication, Client 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.

4. 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 sharing during shift changes.

5. 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.

Required Qualifications:

High school diploma or equivalent.
3 years of experience/Using monitoring dashboards and alerting tools to detect alarms, outages, and abnormal conditions across the statewide NG911 network.
3 years of experience in Creating, updating, and closing incident records including documenting timelines, troubleshooting steps, and vendor responses.
3 years of experience & Understanding IP connectivity, network equipment, and telecommunications services.
3 years of experience & Assigning severity levels based on operational impact, following SOGs, and routing issues to Tier II, vendors, or management.
3 years of experience in Gathering tech detail from PSAP staff about equipment malfunctions, call processing issues, and service interruptions to support first-level diagnosis.
3 years of experience working in several software applications at once while tracking vendor tickets and participating in technical conference calls and incident bridges.
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.

Preferred Qualifications:

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.

"If you are interested, feel free to reach out to me directly at or call/text at ."