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.

• Diagnosing and remediating incidents and problems related to Cisco Unified Communications Systems
• Triaging customer issues across all technology stacks and assigning to the appropriate technicians and assignment groups if not able to handle within Collaborations Engineering team
• Working within a team of NWN Collaborations Engineering colleagues, NWN service desk, vendors, client personnel, various managed services engineering teams, and project personnel
• Fulfilling both simple and complex Moves, Adds, Changes, and Deletes (MACDs) and/or Change Requests from customers across a number of systems and platforms
• Utilizing existing tools, including OpsRamp, to proactively recognize issues and trends
• Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements
• Providing follow up to ensure proper problem and resolution management is being done to prevent recurring incidents
• Mentoring Technicians, Level 1 Associate Engineers
• Maintain senior-level expertise with multiple key products serviced by the Collaborations Engineering team
• Acts as an escalation point for incident and problem resolution.
• Services customers’ simple and complex service requests and MACD tickets across multiple technical platforms.
• Triages, diagnoses, and remediates customer problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations. Technology serviced may include (but will not be limited to) the following:

• Cisco Call Manager
• Cisco Unity Connection
• Cisco IM&P/Jabber
• Cisco IOS based Gateways
• Cisco Unified Contact Center
• Cisco Emergency Responder
• Cisco Expressway
• Cloud Products: Webex, Ring Central

• Bachelor’s Degree preferred; or minimum of high school diploma (or equivalent) and 5 years of experience in an IT or MSP role required.
• Prior experience working in a service desk or a technical call center environment.
• A minimum of 4 years experience supporting Cisco UC Applications and hardware
• Familiarity with Active Directory, DNS, and DHCP
• Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred.
• Ability to write clear and comprehensive work instructions, SOPs, and knowledge base documents
• Excellent communication, organizational and time management skills.
• Ability to work independently as well in a team environment.
• Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.
• Strong computer skills, including intermediate typing abilities.

Preferred:

• Experience with Microsoft Office – intermediate to advanced (preferred)
• Experience with ServiceNow
• Experience working within a NOC environment
• Experience working with Linux
• Cisco CCNA Voice

Travel - 

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.