Tier 1 Support (NGA 911)

The Tier 1 Support Technician serves as the primary point of contact for remote technical support to Public Safety Answering Points (PSAPs). This position is responsible for providing prompt, professional assistance to users experiencing issues with call handling or NGA network-related systems. Operating independently, the technician ensures all inquiries are addressed efficiently and in accordance with established service level standards, while representing NGA with the highest level of professionalism and customer care.

Key Responsibilities

1. Technical Support (70%)

• Provide first-line remote technical assistance to PSAPs via phone and email.
• Troubleshoot and resolve hardware, software, and network-related issues.
• Create and update trouble tickets for all customer communications.
• Document all steps taken to resolve issues and escalate to higher levels as needed.
• Monitor and respond to all requests within established Service Level Agreements (SLAs).
• Communicate effectively with customers, service providers, technical support teams, and leadership.

2. Communication & Documentation (15%)

• Follow up with customers to ensure issues are fully resolved within SLA timelines.
• Assist in creating, updating, and maintaining documentation related to applications, software, and procedures.
• Contribute to the internal knowledge base and ensure technical content is current and accurate.
• Develop subject matter expertise on NGA’s NG9-1-1 network architecture.

3. Other Duties (15%)

• Perform other tasks and projects as assigned by management.

Knowledge, Skills, and Abilities (KSAs)

• Strong analytical and creative problem-solving skills.
• Proficiency in Microsoft Office 365 and Google Workspace.
• Basic understanding of computer and telephone networking.
• Excellent communication and interpersonal skills.
• Commitment to professionalism, accuracy, and customer service excellence.
• Ability to work flexible hours, including evenings and weekends.
• Public Safety experience (e.g., EMS, 911, Law Enforcement) is highly valuable.

Pay: From Php30,000.00 per month

Work Location: In person