NWN · 4 weeks ago
Convergence Specialist
US-
Full-time
Hybrid
Mid Level
4+ years expNWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. The Convergence Specialist will provide technical support and assistance to end users, manage technology provisioning, and ensure effective resolution of technical issues.
ConsultingSoftware
Responsibilities
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 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
Provide intermediate hardware support (Desktop/Mobile Devices/Servicers) to the business
Assist end users with basic troubleshooting
Qualification
Required
High School Diploma or equivalent 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 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
Associates Degree preferred or minimum 4 years of experience in a technical role required
Experience with Microsoft Office – intermediate to advanced (preferred)
Benefits
Medical, dental, and vision plans
Health Savings Account (HSA)
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 our 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
Company
NWN
NWN delivers AI-powered technology solutions for the modern workplace.
1001-5000 employees
H1B Sponsorship
NWN has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (1)
2022 (1)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
New State Capital Partners
2015-10-19Private Equity
Leadership Team
Jim Sullivan
President & CEO
Noah Asher
Chief Financial Officer
Recent News
2025-04-22
2024-05-31
Company data provided by crunchbase