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.
This is a “Level 2” support position in NWN's NOC for Managed Services team, which supports NWN customers. This team is responsible for monitoring all client related network activity and triaging, diagnosing and remediating escalated, voice, data and/or converged technology related problems. They work as a team with vendors, client teams, various support teams and project teams utilize existing tools to proactively recognize issues and trends. This Specialist provides timely and effective resolution of issues to meet business requirements and Service Level Agreements and provides follow up to ensure proper problem and resolution management is being done to prevent recurring incidents.
Role Responsibilities:
Customer Support
Reporting/ Information Resources
Analysis, Problem Solving and Service Planning
Developing Knowledge of Internal Process, Systems and Technology
Internal Support Responsibilities
Education
Experience
Skills and Certifications
Training Requirements:
Preferred Qualifications:
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.
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