What are the responsibilities and job description for the telecom/network Specialist (Tier-1) position at Refulgent Technologies Inc.?
Job: Network/telecom Specialist
Location: Raleigh, NC ( Onsite)
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:
- Monitoring the statewide Emergency Services IP Network (ESInet) and NG911 systems 24/7 to identify outages, alarms, or performance issues.
- Acting as the first point of contact for PSAPs (Public Safety Answering Points) reporting technical problems or service interruptions.
- Receiving, triaging, documenting, and tracking support tickets through resolution.
- Troubleshooting network, telecom, and connectivity issues affecting 911 operations.
- Communicating with:
- 911 Directors and Supervisors
- Telecommunications carriers
- Service providers
- Internal Board and AT&T Tiger Team regarding outages, maintenance, and incident response.
- Escalating complex incidents to Tier II and Tiger Team technicians, or additional vendors and carriers when needed.
- Maintaining documentation, ticket narration, and operational logs in Salesforce.
- Supporting operational continuity during emergencies, severe weather events, and disaster response situations.
- Monitoring network security, system health, and telecommunications performance across PSAPs statewide.
- Coordinating reroutes or alternate communications paths during outages or call surges to maintain uninterrupted 911 service.
- 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.
- Help desk / incident management
- Telecommunications support
- Public safety communications support
The position supports mission-critical emergency communications infrastructure for the state.