Field Service Delivery Engineer - Public Safety

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

The Field Service Delivery Engineer, with a commitment to the customer experience, will be responsible for staging, installing and troubleshooting Avaya and third-party applications in a team environment. This role requires an individual with high exposure to complex IP telephony systems and their integration into corporate, government and education environments.  The Field Service Delivery Engineer should exhibit outstanding and consistent technical skills in both legacy and current Avaya telephony systems.  This role also requires an individual to act as “smart hands” for Cisco and other solutions. Strong interpersonal and communication skills are needed to team well with customers, sales and service delivery team members. 

 

 Essential Duties and Responsibilities:

• Comply with all NWN policies, processes and procedures.
• Receive telephone, email and/or service order requests for performance of services.
• Works directly with Service Delivery Manager, Dispatch Coordinator, Project Managers and/or customer for onsite services and scheduling of engineering services.
• Professionally represent NWN by providing high quality technical support at client locations to meet service order requirements, meet customer expectations, and delivery overall customer satisfaction.
• Ensure policies and procedures as provided for client premises are followed; coordinate with customer for all access within customer locations.
• Maintain high standards for physical cable plant and installation work; ensure all cables are neatly secured and labeled, and all debris generated by installation activities is cleaned and the environment is restored to pre-work condition prior to departure.
• Recognize and appropriately escalate 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.
• Provide support for maintenance, service, break-fix, and project activities as directed and scheduled by Dispatch Coordinators and Project Managers.
• Perform diagnostics and troubleshooting to determine the cause of technical faults or errors; resolve technical issues and liaise with other technical experts for problem resolution.
• Perform system upgrades including firmware, software, and hardware as required.
• Install or replace equipment including telephones/handsets, components (hard drives, power supplies), boards, etc.
• Install physical cabling, equipment, UPS and related support infrastructure.
• Installation & maintenance of Avaya enterprise & mid-market telecommunication systems.
• Installation & maintenance of (Motorola) Vesta public safety solutions including 911, Map Local, Analytics, SMS, HUD, and CommandPost.
• Installation of staged Avaya telecommunication systems.

• Configuring, installing, troubleshooting, and repairing offerings technological solutions for our customers.
• Stay current on new products and services as released to market.

• Perform basic level site surveys and provide recommendations.
• Complete implementation documentation.
• Ability to work with minimal supervision and act as a technical lead for project implementations.
• Assist other departments and technical solutions as onsite “smart hands.”
• Team contributor to overall team success and level of knowledge.

• Attending seminars as requested.
• Meeting the billable/chargeable targets set by the company. Billable and chargeable time should consist of assessments, planning, design, configuration, installation and support of technological solutions.

• Consistent, accurate and timely tracking of customer wo