Carousel Industries

Senior Solution Engineer

Posted Date 1 month ago(12/13/2021 11:02 AM)
# of Openings
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.


Role Overview

The Senior Solution Engineer role is responsible for the supporting, maintaining, troubleshooting and repairing technical solutions for our customers.  The Engineer will act as the technical lead for assigned clients. In addition, the Engineer will work with the client to ensure managed devices conform to NWN Carousel's Best Practices Framework for managing and supporting enterprise networks. 

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

  • Configuring, installing, troubleshooting and repairing offerings technical solutions for our customers.
  • Meeting the billable/chargeable targets set by the company. Billable and chargeable time should consist of assessments, planning, design, configuration, installation and support of the solutions offered by the practice.
  • Work with and master many enterprise networking products from the following vendors: Cisco, Microsoft, VMware, and third party Cisco voice partners.
  • Troubleshoot issues that arise for the customer
  • Consistent, accurate and timely tracking of client work, service calls, and related documentation including timesheets.
  • Travel: To Customer sites as needed. Access to a vehicle is required.
  • Availability for after-hours support as needed is a requirement.


Additional job responsibilities include, but are not limited to:

  • Assisting the team with the creation of technical tools and templates to help improve the quality of the service delivery process.
  • Developing partner SE/Peer relationships.
  • Supporting internal technical projects where applicable.
  • Acquire technical certifications per training plan.
  • Attend technical classes and web training.
  • Mentor less experienced team members when asked.
  • Other responsibilities as assigned.


Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

  • At least 4 years of experience that is directly related to managing/supporting and/or deploying Unified Communications infrastructures
    • Experience troubleshooting Jabber on-prem, vpn, and MRA
    • Experience troubleshooting SIP Call flows
    • Experience troubleshooting Cisco Phone and Jabber registration issues
    • Experience troubleshooting VoIP call audio quality issues
    • Experience troubleshooting Cisco iOS VGs and CUBEs
    • Experience obtaining and analyzing Cisco CUCM logs
    • Experience with Zenoss monitoring is a plus.
    • Experience with Cisco Hosted Collaboration (HCS) is a plus
    • Experience with Kurmi is a plus
  • Experience troubleshooting Tier III issues on CUCM IM&P CUC CER   
  • 4 years of experience specifically in a support role, working through a ticket system.
  • Ability to relay technical information to both technical and non-technical personnel.    
  • Strong written/verbal communication skills, critical thinking and problem solving or troubleshooting skills.
  • Must possess excellent time management skills.
  • Ability to travel to client premises on a daily basis.
  • Ability to work evenings and weekends as required during client cutovers.
  • This position requires a high level of independence and strong client service skills. Organizational ability is important to keep track of all tasks, because the job requires a great deal of multi-tasking.
  • Must be a team player, yet work well independently.
  • Excellent verbal and written communication skills.
  • Must have reliable transportation.
  • On-Call a requirement
  • Responsible to execute against the Problem Analysis Reporting
  • Responsible for technical annual assessments
  • Must supply reliable cell phone. Cell phone costs may be reimbursed.


The following qualifications are ideal, but not required:

  • Bachelor’s degree preferred.
  • At least one major vendor certification (Microsoft MCSE, MCITP, CCDA, CCNP, CCIE, CCNA, VCP, Citrix CCEA, etc.).


Overtime as required for support and implementation work.



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