Senior Convergence Technician

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Job description

Company Overview:
NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America's 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that's simple to use and manage. To learn more about our solutions please visit

Responsibilities:
Internal Support

Provides guidance and assistance to end users with basic technology related issues.

Technology provisioning for NWN Carousel employees.

Responsible for identifying source of incident and issues including detection of system, application or performance degradation or unavailability.

Triage, diagnose and remediate problems using existing troubleshooting documents as well as own knowledge of technological equipment and operations.

Provide day 1 technical support for New employees where applicable

Recognize and appropriately escalates issues to proper resources in the event resolution cannot be reached

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.

Desktop Support (Basic end user Support WIN/MAC/LINUX)

Basic understanding of current operating systems & file structures.

Understanding of Operation System updates and management.

Basic understanding of User permissions and standard network security.

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

Basic knowledge of end user technology stack

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.

Become familiar with available help resources; stay updated on technology changes or problems.

Understand individual and departmental goals and the direction to achieve the goals.

NWN Carousel's Avaya IP Telephony (Stations/LSP's/Gateways).

Advanced monitoring and maintenance of the Corporate Network.

Provide intermediate hardware support (Desktop/Mobile Devices/Servicers) to the business.

Assist end users with basic troubleshooting.

Qualifications:
High School Diploma or equivalent required.

Associates Degree preferred or minimum 4 years of experience in a technical role.

4 plus years of increased responsibility and demonstrated knowledge of converged technologies.

Ability to provide technical support over the phone; strong telephone skills, professional demeanor, previous customer service experience helpful.

Knowledge of traditional voice, data and converged technologies, with desire to learn new technologies.

Excellent communication, organizational and time management skills.

Strong troubleshooting, problem solving and analytical skills.

Ability to work independently as well in a team environment.

Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.

Strong computer skills, including intermediate typing abilities.

Experience with Microsoft Office - intermediate to advanced (preferred).

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

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