Senior Convergence Technician - NWN Carousel
Plano, TX 75074
About the Job
NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients. We’re a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work’ with an 80+ Employee Net Promoter Score (eNPS).
Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.
Responsibilities:Internal Support
- Provides guidance and assistance to end users with basic technology related issues.
- Technology provisioning for NWN Carousel employees.
- Responsible for identifying source of incident and issues including detection of system, application or performance degradation or unavailability.
- Triage, diagnose and remediate problems using existing troubleshooting documents as well as own knowledge of technological equipment and operations.
- Provide day 1 technical support for New employees where applicable
- Recognize and appropriately escalates issues to proper resources in the event resolution cannot be reached
- 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.
Desktop Support (Basic end user Support WIN/MAC/LINUX)
- Basic understanding of current operating systems & file structures.
- Understanding of Operation System updates and management.
- Basic understanding of User permissions and standard network security.
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.
Developing Knowledge of Internal Process, Systems and Technology
- Basic knowledge of end user technology stack
- 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.
- 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.
NWN Carousel’s Avaya IP Telephony (Stations/LSP’s/Gateways).
- Advanced monitoring and maintenance of the Corporate Network.
- Provide intermediate hardware support (Desktop/Mobile Devices/Servicers) to the business.
- Assist end users with basic troubleshooting.
- High School Diploma or equivalent required.
- Associates Degree preferred or minimum 4 years of experience in a technical role.
- 4 plus 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 helpful.
- 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).
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.