Carousel Industries

Dedicated Technician

Posted Date 3 months ago(11/4/2021 3:38 PM)
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Job Location

Company Overview

NWN Carousel is an established leader in technology-enabled services, transforming the customer experience for commercial, enterprise, and public sector organizations through its solution-as-a-service platform. With over 1,300 customers throughout the U.S., NWN Carousel provides a unified customer experience with integrated offerings for unified communications, security, contact center, DaaS (device-as-a-service), connectivity, and advanced technology solutions.


Position Summary:

The Support Technician will be assigned to the dedicated role as a Philips HSDP Tier 1 Support Tech.  The Support Technician will be the first respondent to Philips’ HSDP clients for incidents and service requests submitted by phone or self-service.  He or she will be responsible for managing and engaging with Philips HSDP clients throughout the full incident and service request management lifecycle.  This role will assist clients with their technical issues and requests and will be responsible for fulfilling various task associated with the HSDP Request Catalog Item library.


Essential Duties and Responsibilities:

  • Engage with Philips’ HSDP clients (Internal and External Clients) on IT related issues as it pertains to Health suite Digital Platform services, tools, and solutions. 
  • Guide and manage clients through the problem-solving process, via various methods of collaborations utilizing collaboration tools such as, MS Teams screenshare and SLACK.
  • Direct unresolved issues to the next level of support personal and manage the technical escalation until resolution/closure.
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Responsible for managing the custom relationship throughout the lifecycle of an incident and service request. 
  • Ability to multitask and perform under pressure.
  • Record events and problems and their resolution in ServiceNow incident and request records
  • Responds to internal and external client email requests.
  • React to and correlates alerts received from Network Monitoring System.
  • Generates cases within incident management system originating from telephone support calls, internal and external client email requests, and Network Monitoring System alerts.
  • Drives vendor related issues.
  • Observes the entire lifecycle incident and service request management process as cases are driven to resolution and closed.
  • Assists engineers to make call updates to customers to provide case status based on defined Service Level Agreements.
  • Suggests improvements to process and workflow as it relates to Philips HSDP Support Operations.
  • Participates in the examination and reporting of customer call history where needed.
  • Identifies problems related to chronic cases and works to resolve the root cause.
  • Incorporates education goals into daily projects for successful completion of fellowship.
  • Works with clients and vendors to process RMA requests.
  • Ability to work nights, weekends, and/or company holidays as required.



  • Proven experience as a help desk technician, customer support, and experience working withing a support call center environment.
  • Strong Customer Service Skills
  • Strong attention to detail and the ability to follow process and procedures as outlined in SOP Documents and Knowledge Base Articles
  • Ability to multitask and perform under pressure.
  • Ability to manage an active ticket queue according to the SLAs as outlined in the customer’s contract
  • Ability to perform Level 1 technical tasks such as account creations, password resets, program onboarding into various AWS services.
  • Working knowledge of IP Networking, Routing/Switching, and VPN technology
  • Knowledge of the ServiceNow platform, Incident Management, Request Management, and Knowledge Base
  • Strong communication skills, verbal and written
  • High school diploma, Associates Degree preferred. One to two years’ experience.
  • Handles customer questions, complaints, and escalations with professionalism.
  • Proficient computer skills including Microsoft Word, Excel, PowerPoint and Outlook, Microsoft OS, working knowledge of Linux OS, understanding of cloud computing infrastructure.
  • Effectively presents information and responds to questions from groups of managers, clients, and customers.
  • Capable of interpreting an extensive variety of technical instructions and deal with several abstract and concrete variables.
  • Ability to deal with multiple tasks by assigning priorities and evaluating risks and time constraints for each.
  • Organized and skilled at troubleshooting common technical problems.

Physical/Mental Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is required to:

Have manual dexterity to operate computer keyboard and standard office equipment.

  • Ability to lift/move objects up to ten pounds.
  • Remain seated for long periods of time.
  • Talk and hear.
  • Strong interpersonal and communication skills and be sensitive, adaptable, professional, and articulate when dealing with others.
  • Incumbent must be self-motivated, ability to prioritize work, and meet deadlines in an environment, that is often stressful and fast-paced.


Training Requirements: 

  • Required to participate and complete ongoing trainings as defined by Philips withing Philips TEDs Learning system and/or Carousel’s Learning Management System.
  • Required training on Philips systems required to perform day to day support responsibilities, system include but not limited to (SLACK, ServiceNow’s Incident, Request, Call, and Knowledge Management Modules, LDAP, Cygwin, Microsoft Active Directory, PRS Data Admin, PRS Portal, etc..)
  • Required to participate in new technical task trainings as identified by Philips/Carousel to ensure successful completion of new technical tasks and/or process and procedure responsibilities.


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