NWN: Junior Solution Engineer
271 Waverley Oaks Rd.
Waltham, MA 02452

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For more than 25 years our clients and partners have trusted us to improve their operational efficiency and productivity, manage their business risk, and provide them with a predictable cost model. Today we deliver exceptional customer experiences for 1,300 of the largest organizations across the USA.

NWN is looking for a Junior Solution Engineer to join our team in Farmington, CT. This is a full time position with full benefits. Role Overview The Junior Solution Engineer role is responsible for all managing all MACD (Moves, Adds, Changes, Deletes) requests for assigned clients. Scope of Role Responsibilities Essential, key job responsibilities for this role include, but are not limited to:

  • Engineer will act as a technical support engineer for assigned clients and field MACD (Moves, Adds, Changes, Deletes) service requests.
  • This engineer will be responsible for systematic MACDs (Moves, Adds, Changes and Deletes) within the Unified Communications platform.
  • The engineer will work escalations from customers and other Managed Service Engineers as it relates to servicing MACD requests.
  • Create, update and maintain necessary Knowledgebase articles related to servicing customer environments.
  • Utilize multiple tools for servicing customer requests to include, but not limited to Communications Manager, Unity Connection, CUCDM(VOSS) and SCC.
  • Test and validate that any requests serviced are accurate and functional.
  • Act as backup and escalation point for other engineers on the team.
  • Assist senior level engineers with troubleshooting of systems and other initiatives for customers.

Additional job responsibilities include, but are not limited to: 

  • Interact with clients to resolve any issues before, during, or after service engagements.
  • Schedule on-site visits when necessary in accordance with the customer contract.
  • Provide end user support to customers on an as needed basis.
  • After hours/weekend trouble escalations and scheduled work when needed.
  • Complete and accurate time entry on a weekly basis.
  • Provide continued input to management regarding new ideas and concepts to improve overall quality of service to our clients and partners.
  • Other responsibilities as assigned.

Role Qualifications and Requirements The following are minimum qualifications and requirements required for this role: 

  • 2-4 Years of experience working in an enterprise level IT environment.
  • Demonstrated verbal and written communication skills.
  • Strong communications skills and the ability to multitask are essential.
  • Comfortable, poised, and friendly with customers ranging from end users to senior level executives.
  • Candidates must have strong interpersonal as well as analytical troubleshooting skills.
  • Must be able to effectively work in a team environment.
  • Must supply reliable Internet connectivity.

The following qualifications are ideal, but not required:

  • Bachelor's degree preferred.
  • At least one major vendor certification (Microsoft MCSE, MCITP, CCDA, CCNP, CCIE, CCNA, VCP, Citrix CCEA, etc.).
Full-time