Sr. Services Specialist - IP Office - NWN Carousel

NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage. To learn more about our solutions please visit www.nwncarousel.com

Responsible for monitoring all client related network activity and triaging, diagnosing and remediating escalated, voice,
data and/or converged technology related problems. Work as a team with vendors, client personnel, various support teams
and project personnel. Utilize existing tools to proactively recognize issues and trends. Works to provide timely and
effective resolution of issues to meet business requirements and Service Level Agreements. Provides follow up to ensure
proper problem and resolution management is being done to prevent recurring incidents.

Essential Duties and Responsibilities:

I. Customer Support

• AVAYA IP Office MACD and CMAC skills a plus,  willing to train.
• Provides guidance and assistance to Technical Analyst with basic technology related issues.
• Responsible for identifying source of incident and issues including detection of system, application or
  performance degradation or unavailability.
• Triage, diagnose and remediate client problems using existing troubleshooting documents as well as own
  knowledge of networking equipment and operations.
• Coordinates all required resources for applying fixes to recurring incidents and issues.
• Recognize and appropriately escalates 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.
• Ability to be assigned to different work schedules and/or shifts outside of normal working schedule to meet
  business needs. This may include, but is not limited to, participating in on-call rotation with peers and/or
  providing coverage on holidays in order to meet 24x7 response requirements.

II. Reporting/ Information Resources

• Performs routine reporting and analysis of data elements via various client access methods/ systems.
• Responsible for inputting data into Carousel’s ticketing, alarming and other internal tracking systems.
• Identifies and researches account discrepancies to ensure data consistency between systems.
• Corrects and updates system information as needed.

III. Analysis, Problem Solving and Service Planning

• Responsible for making decisions in resolving problems of a technical nature within pre-defined limits, referring
  anything of a more complex nature to team members/senior staff.
• Responds to all inquiries effectively and responsively, deciding upon appropriate follow-up action.
• Plan and organize own day to day tasks within the parameters set out by senior staff in line with service delivery
• Document troubleshooting steps and results within ticketing system(s) in a concise and detailed manner.

IV. Developing Knowledge of Internal Process, Systems and Technology

• Solid foundation of knowledge in at least one area of technology including at least one certification in product
  disciplines and begins to train in a second discipline, working towards additional certification(s).
• Continues to develop solid working knowledge of the support area(s) assigned, as well as knowledge of peripheral
  support areas assigned to the team.
• Continually self-educate using various training methods and tools to maintain a high level of proficiency in
  applicable technologies.
• Work to develop a deeper understanding of NOC operations, including commonly used software, hardware and
  other equipment used to support Carousel clients; use experience to make any appropriate recommendations.
• Become familiar with available help resources; stay updated on technology changes or problems.
• Understand individual and departmental goals and the direction to achieve the goals.

V. Internal Support Responsibilities

• Advanced monitoring and maintenance of the Corporate Network.
• Provide intermediate hardware support (Desktop/Mobile Devices) to the business.
• Assist end users with basic troubleshooting.

Non-Essential Duties and Responsibilities:

• May be required to travel locally to client premises to troubleshoot issues on site.
• Performs other duties as assigned.

• High School Diploma or equivalent required.
• Associates Degree preferred or minimum 4 years of experience in a technical role required.
• 2-5 years of increased responsibility and demonstrated knowledge of converged technologies.
• Ability to provide technical support over the phone; strong telephone skills, professional demeanor, previous
  customer service experience required.
• Knowledge of traditional voice, data and converged technologies, with desire to learn new technologies.
• Excellent communication, organizational and time management skills.
• Strong troubleshooting, problem solving and analytical 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.
• Experience with Microsoft Office – intermediate to advanced (preferred).

Physical/Mental Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform
the essential functions of this job. While performing the duties of this job, the employee is required to:

• Regularly analyze problems, which arise in the system environment and to correct these problems.
• Have the mental capacity to analyze data and perform statistical analyses (computer assisted).
• Have good interpersonal and communication skills (both oral and written) and be sensitive, adaptable,
  professional, and articulate when dealing with others.
• Lift and/or move up to ten (10) pounds; occasionally lift and/or move up to twenty-five (25) pounds; and
  occasionally lift and/or move up to fifty (50) pounds.
• Occasionally stoop, crouch, and reach.
• May be required to sit for long periods of time.
• Hone listening skills to comprehend the scope of the issue.
• Regularly talk and hear.

Training Requirements:

• Throughout the year there will be opportunities to take self-paced and classroom training. This will be scheduled
  based on job requirements.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel 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.