Network/Telecom Specialist- Junior :: Raleigh, NC

Job Description: Junior Network/Telecom Specialist – Tier I Technician

Job ID: 815144
Location: Raleigh, NC
Work Arrangement: 100% Onsite
Shift: Overnight / Night Shift
Contract Duration: 4 Months – Contract-to-Hire

Position Overview

We are seeking a motivated and detail-oriented Junior Network/Telecom Specialist to join our network operations and technical support team.

The selected candidate will be responsible for monitoring network and system alerts, responding to technical support requests, documenting incidents, coordinating with technical vendors, and tracking service disruptions through resolution.

This position is ideal for candidates with experience in IT support, help desk, service desk, Network Operations Center (NOC), or telecommunications support who are interested in developing their careers in network operations and incident management.

The role primarily focuses on system monitoring, technical support, incident management, and coordination rather than hands-on network configuration or administration.

Key ResponsibilitiesNetwork and System Monitoring

• Monitor network and system dashboards for alerts, outages, connectivity issues, and potential service disruptions.

• Identify and document abnormal conditions affecting network connectivity and supported systems.

• Review monitoring notifications and follow established procedures for incident identification and escalation.

• Track ongoing incidents and assist in confirming service restoration.

Technical Support and Incident Management

• Respond to incoming technical support calls and service requests.

• Gather relevant information regarding equipment malfunctions, connectivity problems, and service interruptions.

• Create, update, and maintain accurate incident records using ticketing or case management platforms.

• Document troubleshooting activities, incident timelines, communications, and resolution details.

• Prioritize incidents based on severity and operational impact.

• Escalate critical or unresolved issues to appropriate technical teams or management.

Vendor and Technical Coordination

• Coordinate with telecommunications providers and technical vendors to support troubleshooting and service restoration.

• Facilitate communication between end users and technical support teams.

• Track vendor tickets and follow up on outstanding issues.

• Participate in technical conference calls and incident coordination meetings as required.

• Ensure incidents are documented and monitored through resolution.

Customer Service and Communication

• Provide professional and responsive technical assistance to users.

• Communicate technical information and incident updates clearly.

• Maintain professionalism and composure during urgent or high-priority incidents.

• Provide accurate status updates regarding troubleshooting and service restoration.

• Ensure effective communication during shift handovers.

Documentation and Operational Support

• Maintain accurate records of incidents, alerts, troubleshooting activities, and resolutions.

• Prepare shift handover notes identifying unresolved issues and required follow-up actions.

• Follow established procedures for incident notification, escalation, and closure.

• Assist with maintaining operational documentation and improving support processes.

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.

• Strong 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.

• Dependable attendance and willingness to work an assigned overnight schedule.

Preferred Qualifications

• Previous experience in an IT help desk, service desk, technical support center, Network Operations Center (NOC), or telecommunications environment.

• Basic understanding of networking concepts, including IP connectivity, network equipment, and telecommunications services.

• Familiarity with ticketing or case management platforms such as Salesforce or ServiceNow.

• Experience using monitoring dashboards, incident management tools, or technical support applications.

• Knowledge of network troubleshooting and incident escalation procedures.

• Previous experience in emergency communications or public safety technology is a plus but not required.

Work Environment and Schedule

• 100% onsite position in Raleigh, NC.

• Assigned overnight/night shift within a 24/7 operations environment.

• Availability to work weekends and holidays as required.

• Extensive use of computers, monitoring dashboards, telephone systems, and ticketing applications.

• Ability to work independently while coordinating with internal teams and external technical support partners.

Contract-to-Hire Opportunity

This position begins with a four-month contract assignment, with the intention of transitioning the selected candidate into a permanent position, subject to satisfactory performance, position availability, and applicable hiring requirements.