911 Network Technician monitoring 911 network

Job Description

Job Description

Required Qualifications

• 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.

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 or ServiceNow.
• 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

Using monitoring dashboards and alerting tools to detect alarms, outages, and abnormal conditions across the statewide NG911 network.
Required
4
Years
Creating, updating, and closing incident records including documenting timelines, troubleshooting steps, and vendor response
Required
4
Years
Understanding IP connectivity, network equipment, and telecommunications services
Required
4
Years
Assigning severity levels based on operational impact, following SOGs, and routing issues to Tier II, vendors, or management.
Required
4
Years
Gathering tech detail from PSAP staff about equipment malfunctions, call processing issues, and service interruptions to support first-level diagnosis
Required
4
Years
Working in several software apps at once while tracking vendor tickets and participating in tech conference calls and incident bridges.
Required
4
Years