Service Specialist

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score.

Responsibilities

• Monitor and respond to incidents, alarms, and customer requests.
• Perform initial troubleshooting for Cisco CUCM, Unity Connection, gateways, SIP trunks, and Devices.
• Execute routine MACDs including users, devices, extensions, call queues, and auto attendants.
• Document work in ServiceNow and maintain knowledge articles.
• Escalate complex voice and collaboration issues to L2/L3 teams.
• Provide customer communications and ticket updates.
• Participate in after-hours coverage as assigned.

Qualifications

• GED or High School Diploma
• 1+ years of Help Desk, NOC, MSP, or technical support experience
• Basic knowledge of VoIP, SIP, networking, Microsoft 365, and collaboration technologies
• Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness.

Benefits

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. Join a team that values the health and wellbeing of all our employees!

• Medical, dental, and vision plans
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• Income protection through disability and life insurance
• 401(k) with company match
• Unlimited PTO
• Paid company holidays
• Hybrid/remote work
• Paid bonding leave for eligible employees
• Employee discounts
• Access to Employee Assistance Program (EAP)
• Accident, critical illness, long-term care, and hospital indemnity coverages
• Legal and identity theft protection
• Pet insurance
• Supplemental life insurances
• Referral bonuses
• Charitable donation matching
• Allowances for eligible roles