Senior Service Specialist

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

This is a “Level 2” support position in NWN's NOC for Managed Services team, which supports NWN customers. This team is responsible for monitoring all client related network activity and triaging, diagnosing and remediating escalated, voice, data and/or converged technology related problems. They work as a team with vendors, client teams, various support teams and project teams utilize existing tools to proactively recognize issues and trends. This Specialist provides timely and effective resolution of issues to meet business requirements and Service Level Agreements and provides follow up to ensure proper problem and resolution management is being done to prevent recurring incidents.

 

Role Responsibilities:

Customer Support

• Monitor the performance and availability of Five9 VCC, Studio7 and Reporting Preferred; Enterprise Avaya is a plus.
• Acts as an escalation point for alert response and incident/problem resolution.
• Provides guidance and assistance to Technical Analyst with basic technology related issues.
• Responsible for identifying source of incident and issues including detection of system, application or performance degradation or unavailability.
• Triage, diagnose and remediate client problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations.
• Coordinates all required resources for applying fixes to recurring incidents and issues.
• Recognize and appropriately escalates client issues to proper resources in the event resolution cannot be reached, including providing detailed and immediate notification and updates to key individuals/groups affected.
• Maintain discipline and professionalism during all interactions and in all verbal or written communications.
• Ability to be assigned to different work schedules and/or shifts outside of normal working schedule to meet business needs. This may include, but is not limited to, participating in on-call rotation with peers and/or providing coverage on holidays in order to meet 24x7 response requirements.

Reporting/ Information Resources

• Performs routine reporting and analysis of data elements via various client access methods/systems.
• Responsible for inputting data into NWN's ticketing, alarming and other internal tracking systems.
• Identifies and researches account discrepancies to ensure data consistency between systems.
• Corrects and updates system information as needed. 

Analysis, Problem Solving and Service Planning

• Responsible for making decisions in resolving problems of a technical nature within pre-defined limits, referring anything of a more complex nature to team members/senior staff.
• Responds to all inquiries effectively and responsively, deciding upon appropriate follow-up action.
• Plan and organize own day to day tasks within the parameters set out by senior staff in line with service delivery.
• Document troubleshooting steps and results within ticketing system(s) in a concise and detailed manner.

Developing Knowledge of Internal Process, Systems and Technology

• Solid foundation of knowledge in at least one area of technology including at least one certification in product disciplines and begins to train in a second discipline, working towards additional certification(s).
• Continues to develop solid working knowledge of the support area(s) assigned, as well as knowledge of peripheral support areas assigned to the team.
• Continually self-educate using various training methods and tools to maintain a high level of proficiency in applicable technologies.
• Work to develop a deeper understanding of NOC operations, including commonly used software, hardware and other equipment used to support NWN clients; use e