Customer Support Technician

TEKsystems
$28.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, North Carolina, Raleigh
May 22, 2026
Description Job Title: E911 NOC Support Technician (Mid/night-Shift) Overview The E911 NOC Technician serves as a critical operational and customer support liaison between statewide emergency dispatch centers (PSAPs) and telecommunications/network providers (e.g., AT&T, Lumen, etc.). This role ensures the reliability, availability, and rapid resolution of issues impacting E911 services. This is a customer-facing technical support position responsible for monitoring, triage, escalation, and coordination of network and system issues that impact emergency services communications. Key Responsibilities Act as the primary point of contact for E911 dispatch centers across the state for reporting and resolving service issues Serve as a liaison between PSAPs and telecom providers (AT&T, Lumen, and others) to ensure timely incident response and resolution Monitor E911 systems, circuits, and network health via NOC tools and alerting systems coordinate between technical teams that are resolving incident triage, troubleshooting, and ticket management for network and service disruptions Create, update, and manage NOC tickets within Salesforce, ensuring accurate tracking, documentation, and timely resolution of incidents Open, track, and escalate tickets with vendors and internal teams as required Provide clear, timely communication and updates to stakeholders during outages or service degradation Coordinate across multiple teams (Tier 1, Tier 2, engineering, and vendors) to drive issues to resolution Maintain accurate incident documentation, logs, and reporting for compliance and operational continuity Assist with continuous improvement efforts for operational processes and incident response Required Skills & Qualifications Strong customer service and communication skills - ability to work with both technical and non-technical stakeholders Experience in a Network Operations Center (NOC), help desk, or technical support environment Experience using Salesforce or similar ticketing systems in a support or operations environment Experience working with telecom carriers or service providers (AT&T, Lumen, etc.) is highly preferred Ability to troubleshoot and prioritize multiple incidents in a fast-paced environment at times. Strong attention to detail with effective documentation skills Ability to work independently while collaborating with cross-functional teams Preferred Qualification Experience supporting E911 systems, public safety networks, or emergency communications Experience with escalation management and vendor coordination Work Schedule Primary shift options may include: (Monday - Friday) Mid-shift: ~4:00 PM - 12:00 AM (most likely to be this shift) Evening/Night shift: ~6:00 PM - 2:00 AM (occasionally your shift may be this) Overnight coverage: 10:00 PM - 6:00 AM (as needed for coverage or call-outs) - (on rare occasions you may need to work this shift) Flexibility is required to provide after-hours coverage, including staying late when needed to support incidents or coverage gaps Work Environment Mission-critical operations environment supporting public safety infrastructure High-impact role where uptime and responsiveness directly affect emergency services Collaboration with Tier 1, Tier 2 technicians, leadership, and external vendors Skills Customer support, Customer service, Call center, salesforce Top Skills Details Customer support,Customer service,Call center,salesforce Additional Skills & Qualifications Strong emphasis on communication skills, reliability, and ability to handle high-pressure situations Experience Level Intermediate Level Job Type & LocationThis is a Contract position based out of Raleigh, NC. Pay and BenefitsThe pay range for this position is $28.00 - $28.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully onsite position in Raleigh,NC. Application DeadlineThis position is anticipated to close on May 29, 2026. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.