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.

The Field Service Delivery Engineer, with a commitment to the customer experience, will be responsible for staging, installing, and troubleshooting Motorola Vesta, AT&T, Cisco, Avaya, Mitel, NEC, Teams, Zoom, Ring Central, and third-party applications in a team environment. 

•  Requires installation of complex, multi-site implementations with Motorola (Formerly Airbus) and 3rd party adjunct systems, including wire installation on smaller sites.
• Program and test E911 Call Answering systems as well as peripheral systems.
• Resolve technical issues on Motorola Call Handling and Mapping.
• Identify and resolve technical issues on PSAP call handling systems, mapping, and 3rd party adjunct systems.
• Perform high-level surveys and attend call flow meetings for public safety implementation projects.
• Provide technical guidance to management on all implementation and service documentation.
• Communication and documentation skills – clearly define, interpret, and communicate problem escalations/resolution to internal and external team members.
• Complete implementation documentation to include as-built diagrams as required.
• Ability to work with minimal supervision and act as the onsite lead during hardware installations involving service department technicians or sub-contractors.
• Will be required to be on a weekly rotating “On Call” schedule to include evenings, weekends, and holidays.
• Comply with all NWN policies, processes, and procedures.
• Receive telephone, email, and/or service order requests for performance of services.
• Work 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 deliver overall customer satisfaction.
• Ensure policies and procedures as provided for client premises are followed; coordinate with the 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 (Motorola) Vesta public safety solutions including 911, Map Local, Analytics, SMS, HUD, and CommandPost 29.
• Configuring, installing, troubleshooting, and repairing offerings technological solutions for our customers.
• 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 work, service calls, projects, and related documentation including timesheets.
• Supporting internal technical projects where applicable.
• Attend technical classes, web training and acquire technical certifications.
• Other responsibilities as assigned.

• Vesta 4.X through Vesta 7.X and Aurora/Analytics Certification by Manufacturer preferred.
• Minimum 1-2 years’ experience with Public Safety installations.
• Minimum 5 years’ experience with telecommunications and/or computer science.
• Solid understanding of Telecommunication equipment.
• Solid low voltage installation experience.
• Knowledge of ISDN and T1 protocols along with SIP.
• Knowledge of AudioCodes session border controllers and gateways.
• Strong troubleshooting, problem solving, design and analytical skills.
• Basic understanding of E911 best practices, infrastructure, operations as well as NG911 concepts.
• Working level knowledge of Microsoft Server 2008R2 and newer (Active Directory)
• Understanding of NTP servers and Master Clocks best practices.
• Basic understanding of Linux’s file infrastructure.
• Extensive travel within region with limited travel nationally as required.
• Avaya Telecommunications experience is preferred but not required

Travel:  Daily travel to the client site.

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN 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.