We are looking for a Tier I replacement.
Tier I: Night shift schedule (6pm-2am) Monday - Friday
Hiring specifically with understanding that this position was created to cover “callouts” with short notice by either covering 2am-6am or come in at a later hour on the day of shift to cover (10pm-6am). Once hired as FTE state employee these additional hours will be available for comp/OT hours accrued. Additionally, there will be planned/approved vacations and training coverage that will require shift adjustments.
Tier I will provide:
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Monitoring the statewide Emergency Services IP Network (ESInet) and NG911 systems 24/7 to identify outages, alarms, or performance issues.
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Acting as the first point of contact for PSAPs (Public Safety Answering Points) reporting technical problems or service interruptions.
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Receiving, triaging, documenting, and tracking support tickets through resolution.
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Troubleshooting network, telecom, and connectivity issues affecting 911 operations.
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Communicating with:
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911 Directors and Supervisors
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Telecommunications carriers
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Service providers
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Internal Board and AT&T Tiger Team regarding outages, maintenance, and incident response.
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Escalating complex incidents to Tier II and Tiger Team technicians, or additional vendors and carriers when needed.
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Maintaining documentation, ticket narration, and operational logs in Salesforce.
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Supporting operational continuity during emergencies, severe weather events, and disaster response situations.
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Monitoring network security, system health, and telecommunications performance across PSAPs statewide.
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Coordinating reroutes or alternate communications paths during outages or call surges to maintain uninterrupted 911 service.
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Providing customer-service-focused support to PSAP personnel throughout North Carolina.
The role is an IN-PERSON position at 3900 Wake Forest Road, Raleigh NC 27609.
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Help desk / incident management
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Telecommunications support
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Public safety communications support
The position supports mission-critical emergency communications infrastructure for the state.
Skill Matrix:
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Excellent understanding of technologies, operating systems, networking, anti-virus, back-ups, systems firewalls, and switches. Required 3 Years
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Knowledge regarding at least one of the following vendor products: - Juniper, VMWare, Microsoft, Cisco Required 3 Years
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Strong writing skills to maintain organized documentation Required 3 Years
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Knowledge of network cabling, network classification and network topology Required 3 Years
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Experience with VOIP technologies is a plus Highly desired 3 Years
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Experience in a NOC environment is preferred Highly desired 3 Years
Benefits at IntelliBee
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Long-Term Stability: Join us on a multi-year opportunities with room to grow.
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Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
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Future Planning: Enroll in our 401(k) program and invest in your financial security.
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GC Assistance: We support immediate Green Card processing, if required.
