Tier II Telecommunications Support Specialist, Network Monitoring

Job overview

Tier II Telecommunications Support Specialist, Network Monitoring is an onsite role in Raleigh, NC. Compensation is DOE and no numeric amount is specified. The role supports North Carolina's 911 Boards Network Monitoring and Assistance Center, which monitors and coordinates technical support for the statewide Next Generation 911 system. The specialist monitors system dashboards, documents and coordinates incidents, and communicates with 911 centers and technical partners. This work helps maintain the availability, reliability, and operational readiness of critical 911 services.

What you'll do

• Monitor NG911 dashboards for alarms, alerts, outages, and potential disruptions
• identify and document abnormal conditions
• follow incident identification and escalation procedures
• track restoration
• receive support requests from 911 communications centers
• gather issue details and maintain Salesforce incident records
• assign priorities
• escalate critical or unresolved incidents
• coordinate with service providers and technology vendors
• facilitate communication during troubleshooting and restoration
• monitor vendor tickets and participate in incident coordination calls.

What we're looking for

Skills & competencies

coolsoft

telecommunications support specialist

network monitoring

ng911

911 operations

incident management

salesforce

vendor coordination

raleigh nc

onsite

overnight operations

24/7 operations center

four-month contract

ncdit

Work arrangement

• Weekend coverage required

Why this role

Supports a 24-hour, 7-day-a-week statewide operations center; the posting describes overnight operations and identifies the role as Tier I Network Technician despite the title's Tier II wording.

About the employer

COOLSOFT is hiring for this role. Industry: All Other Telecommunications. Sector: 51.