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.

With a commitment to the customer experience, the Public Safety NOC Technician will be responsible for supporting and troubleshooting Public Safety solutions such as Vesta and third-party applications within a team environment in support of NWN's Public Safety customers. This role requires an individual with extensive exposure to Public Safety technologies, as well as knowledge and experience with a converged technology environment. Strong interpersonal and communication skills are required to integrate well with customers, and NWN team members works on trouble tickets pertaining to the Public Safety system.

Essential Duties and Responsibilities:

• Support of production Public Safety systems and solutions.
• Strong troubleshooting, problem solving, and analytical skills.
• Ability to work directly with customers on issues affecting their Public Safety system.
• Ability to troubleshoot and investigate trouble tickets opened by customers and bring those to resolution.
• Stay current on new products and services as released to market.
• Communication and documentation skills – clearly define/interpret and communicate trouble resolution to internal and external resources.
• Provide customers with detailed and timely updates on all assigned tickets.
• Ability to work independently as well as in a team environment.
• Recognize and appropriately escalate customer 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.
• Willingness to contribute to the overall team success and level of knowledge.
• Work with carriers, as needed, to troubleshoot potential circuit issues affecting NWN's customers.
• Ability to be on a permanent on call rotation.
• Function in a high-pressure environment and to meet stringent deadlines for completing tasks

Non-Essential Duties and Responsibilities:

• 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.
• Understand individual and departmental goals and the direction to achieve those goals.
• Commitment to process, improvements, and initiatives.
• Working knowledge of Microsoft Office products.
• Basic understanding of the OSI Model and standard networking protocols.
• Basic networking and fundamental experience or education.  

• High School Diploma or equivalent required.
• 2+ years of tech support / customer service experience required.
• Basic understanding of telecommunications equipment and practices.
• Knowledge of Public Safety equipment and peripheral devices.
• Basic Understanding of E911 infrastructure and operation.
• Must be able to work independently as well as in a team environment.
• Strong troubleshooting, problem solving and analytical skills.
• Working knowledge of Microsoft Office products.
• Basic networking and fundamental experience or education.
• Vesta I&M certification preferred.
• Open to on-call rotation.

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.