Convergence 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. For more information, visit:

NWN.ai.

• Provides guidance and assistance to end users with basic technology related issues.
• Technology provisioning for NWN employees.
• Responsible for identifying source of incident and issues including detection of system, application or performance degradation or unavailability.
• Triage, diagnose and remediate problems using existing troubleshooting documents as well as own knowledge of technological equipment and operations.
• Provide day 1 technical support for New employees where applicable
• Recognize and appropriately escalates issues to proper resources in the event resolution cannot be reached
• Maintain discipline and professionalism during all interactions and in all verbal or written communications.
• Ability to be assigned to different work schedules and/or shifts outside of normal working schedule to meet business needs. This may include, but is not limited to, participating in on-call rotation with peers and/or providing coverage on holidays in order to meet 24x7 response requirements.

• Basic understanding of current operating systems & file structures.
• Understanding of Operation System updates and management.
• Basic understanding of User permissions and standard network security.

• 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 a line with service delivery.
• Document troubleshooting steps and results within ticketing system(s) in a concise and detailed manner.

• Basic knowledge of end user technology stack
• Continues to develop solid working 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.
• Become familiar with available help resources; stay updated on technology changes or problems.
• Understand individual and departmental goals and the direction to achieve the goals.

Advanced monitoring and maintenance of the Corporate Network.

• Provide intermediate hardware support (Desktop/Mobile Devices/Servicers) to the business.
• Assist end users with basic troubleshooting.

• High School Diploma or equivalent required.
• Associates Degree preferred or minimum 4 years of experience in a technical role required.
• 2-5 years of increased responsibility and demonstrated knowledge of converged technologies.
• Ability to provide technical support over the phone; strong telephone skills, professional demeanor, previous customer service experience helpful.
• Knowledge of traditional voice, data and converged technologies, with desire to learn new technologies.
• Excellent communication, organizational and time management skills.
• Strong troubleshooting, problem solving and analytical skills.
• Ability to work independently as well in a team…