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

Roles & Responsibilities:

• Adheres to, maintains, and improves operating policies, procedures and associated knowledgebase documentation.
• Provide customer satisfaction in the area of desktop services, providing a good level of technical expertise, and in a timely fashion.
• Diagnose and resolve technical issues in association with end user devise and/or software using authorized tools and follows documented policies and procedures.
• Must be able to handle multiple concurrent tasks with minimal supervision
• Answer support calls from clients and internal resources.
• Log in/out of phone system at beginning/end of shift and maintain "Ready" status in the phone queue.
• Works in an environment of multiple shifting priorities.
• Maintain current knowledge of industry trends and potential impact on the support to the business.
• Create, escalate, and resolve cases within dictated Service Level Agreements.
• Assess, triage, and prioritize client cases and requests.
• Communicate and share detailed case resolution updates to customers.
• Manage vendor, agency and circuit-related issues to resolution on behalf of our clients.
• Work with clients and vendors to process RMA requests.
• Diagnose technical issues for end user devices and/or software using authorized tools and processes.
•  Assist in peer knowledge transfer and/or new hire onboarding 
• Troubleshoot/resolve end-user issues via phone and remote management tools
• Create, escalate and close cases within dictated Service Level Agreements

Additional job responsibilities include, but are not limited to:

• Demonstrated higher understanding of common information architecture frameworks

• Offers ideas and suggestions to support achievement of goals.

• Other responsibilities as assigned.

Requirements:

• Able to work independently and successfully in hybrid team environment.
• Able to manage multiple concurrent tasks with minimal supervision.
• Able to work 2-3 holidays per year and provide occasional night and weekend coverage.
•Adept in Windows 10 and 11, Intune, OS and O365

• Strong interpersonal skills.
• Strong analytical skills.
• Understanding of common IT concepts and terminology.
• Understanding of basic operating systems and desktop experience.
• Able to present point of view to gain buy-in from team and/or management.
• Offers ideas and suggestions to support attainment of goals.
• Adheres to, maintains, and improves operating policies, procedures, and knowledge base documentation.
• 1-3 years of customer support experience.

The following qualifications are ideal, but not required:

• Certificates from Microsoft, Cisco or technology companies strongly desired including Cisco UC/MACD experience.

• Experience using Service Now