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

Role Responsibilities:

This is a Senior Engineer role in NWN Carousel’s Managed Services department supporting Cisco Unified Communications.  Senior Engineers in this team are responsible for:

• 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 Carousel Collaborations Engineering colleagues and interfacing with other teams, including: NWN Carousel service desk, vendors, client personnel, and Managed Services engineers from different technology towers
• 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 ITOM tools, including OpsRamp and Zenoss, 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, and Level 2 Engineers
• Acting as Lead Support Engineer (LSE) for designated NWN Carousel customers, providing on-going capacity planning and recommending and implementing leading practices
• Maintain senior-level expertise with multiple key products serviced by the Collaborations Engineering team

Essential Duties and Responsibilities

1. Customer Support

• 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 Express
  • Cisco Emergency Responder
  • Cisco Expressway
  • Cloud Products: Webex DI, Microsoft Teams 

• Coordinates all required resources for applying fixes to recurring incidents and issues.
• Executes patches and upgrades of the following:
  • Cisco UC Applications, Phone Firmware, IOS
• Resolve escalated customer issues, providing detailed and immediate notifications and explanations to NWN Carousel leadership and senior customer personnel.
• Maintain discipline and professionalism during all interactions and in all verbal or written communications. 

Reporting/Information Resources

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

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
• During each shift worked, update all tickets not in an “SLA Paused” state that are assigned to self
• Document troubleshooting steps and results within ticketing system(s) in both a concise manner or comprehensive manner, depending on what level of detail is required.
• Build and/or review Problem Analysis Reports and Root Cause Analysis (RCA) reports
• Provide support to sales teams during pre-sales engagement with prospective customers

Developing Knowledge of Internal Process, Systems and Technology

• Develop expert-level 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 NWN Carousel’s customers; use experience to make any appropriate recommendations.
• Build relationships with vendor contacts who you may need to work with to solve complex, escalated issues.
• Understand individual and departmental goals and the direction to achieve the goals.

Role Qualifications and Requirements:

• A minimum of 6 years experience supporting Cisco UC Applications and hardware
• Familiarity with Virtualization, Active Directory, DNS, and DHCP
• Bachelor’s Degree preferred; or minimum of high school diploma (or equivalent) and 5 years of experience in an IT or MSP role required.
• CCNP Voice preferred
• CCNA Routing and Switching preferred
• Prior experience working in a service desk or a technical call center environment.
• 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 Qualifications:

• Experience with Microsoft Office – intermediate to advanced (preferred)
• Experience with ServiceNow
• Experience working within a NOC environment
• Microsoft Teams voice experience

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.