Technician (Dedicated)

Carousel Industries Of North America • Washington, DC

320d • Remote

About The Position

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.

Requirements

• Experience and/or certifications in one or more of the following: Nortel Voice Systems, relevant voice, video, or data technologies.
• Excellent diagnostic and troubleshooting skills.
• Interest in being customer liaison with excellent written and verbal communications skills.
• Experience with computer and database management programs.
• Cabling, fiber, installation of racks, computer, data and voice equipment.
• Computer-related power cabling, including UPS systems.
• IP telephony systems.
• Remote access systems, including VPN and modems.
• Diagnostics equipment, including cable tester, volt meters, and other related tools.
• Team player along with strong collaboration required.
• High School diploma or equivalent required.
• Valid driver's license is required.
• Some assignments may require additional background checks, including criminal background checks and submittal of information for review in support of security clearance(s).

Responsibilities

• Comply with all NWN policies, processes and procedures.
• Receive telephone, email and/or service order requests for performance of services.
• Work directly with Customer Experience Manager and/or customer for onsite services and scheduling of technician's services.
• Professionally represent NWN by providing high quality technical support at client locations to meet service order requirements, meet customer expectations, and deliver overall customer satisfaction.
• Ensure policies and procedures as provided for client premises are followed; coordinate with customer for all access within customer locations.
• Maintain high standards for physical cable plant and installation work; ensure all cables are neatly secured and labeled, and all debris generated by installation activities is cleaned and the environment is restored to pre-work condition prior to departure.
• Participate in a mandatory on-call rotation with peers in order to meet 24x7 response requirements for service area.
• Provide support for maintenance, service, break-fix, and project activities as directed and scheduled by MWAA site supervisors and CEM.
• Perform diagnostics and troubleshooting to determine the cause of technical faults or errors; resolve technical issues and liaise with other technical experts for problem resolution.
• Perform system upgrades including firmware, software, and hardware as required.
• Install or replace equipment including telephones/handsets, components (hard drives, power supplies), boards, etc.
• Install physical cabling, fiber, equipment, UPS and related support infrastructure.
• Provide remote technical support and staff augmentation to Network Operations Center as time permits or as assigned by supervisor.
• Ensure accurate and timely entry of work log information, time spent, and other details of work performed into ticket management system directly.
• Advise Customer Experience Manager of any issues or escalations impacting your ability to complete job assignments.
• Liaise with remote technical support staff as needed in the completion of service orders and job assignments.
• Work with supervisor on annual training plan to ensure skills are up-to-date with changing technology, and to develop new skill sets in conjunction with new technology.
• Develop documentation including installation instructions, and processes for Moves-Adds-Changes-Deletions.
• Work as a team member to ensure all responsibilities are met at the close of the business day.
• Perform other assignments as required to the overall service order and customer needs.

Benefits

• 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, and hospital indemnity coverages.
• Legal and identity theft protection.
• Pet insurance.
• Supplemental life insurances.
• Referral bonuses.
• Charitable donation matching.
• Allowances for eligible roles.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED