Senior Service Specialist - Mitel

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.

Responsibilities

This is a “Level 2” support position in NWN's NOC for Managed Services team, which supports NWN customers. This team is responsible for monitoring all client related network activity and triaging, diagnosing and remediating escalated, voice, data and/or converged technology related problems. They work as a team with vendors, client teams, various support teams and project teams utilize existing tools to proactively recognize issues and trends. This Specialist provides timely and effective resolution of issues to meet business requirements and Service Level Agreements and provides follow up to ensure proper problem and resolution management is being done to prevent recurring incidents.

Role Responsibilities:

Customer Support

• Monitor the performance and availability of Mitel OpenScape UC, Xpressions, Contact Center, and OSILA systems using advanced monitoring tools.
• Acts as an escalation point for alert response and incident/problem resolution.
• Provides guidance and assistance to Technical Analyst with basic technology related issues.
• Responsible for identifying source of incident and issues including detection of system, application or performance degradation or unavailability.
• Triage, diagnose and remediate client problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations.
• Coordinates all required resources for applying fixes to recurring incidents and issues.
• Recognize and appropriately escalates client issues to proper resources in the event resolution cannot be reached, including providing detailed and immediate notification and updates to key individuals/groups affected.
• 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.

Reporting/ Information Resources

• Performs routine reporting and analysis of data elements via various client access methods/systems.
• Responsible for inputting data into NWN's ticketing, alarming and other internal tracking systems.
• Identifies and researches account discrepancies to ensure data consistency between systems.
• Corrects and updates system information as needed. 

Analysis, Problem Solving and Service Planning

• 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.

Developing Knowledge of Internal Process, Systems and Technology

• Solid foundation of knowledge in at least one area of technology including at least one certification in product disciplines and begins to train in a second discipline, working towards additional certification(s).
• 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.
• Work to develop a deeper understanding of NOC operations, including commonly used software, hardware and other equipment used to support NWN clients; use experience to make any appropriate recommendations.
• 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.

Internal Support Responsibilities

• 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. 

Qualifications

Education

• Bachelor’s degree in computer science, Telecommunications, or a related field (or equivalent work experience) preferred.

Experience

• 2-5 years of experience in managing and supporting Mitel OpenScape UC, Xpressions Contact Center, and OSILA in an enterprise environment.
• Proven experience in a NOC or managed services setting, with a focus on remote support.
• Strong track record of troubleshooting and optimizing unified communications and contact center systems.

Skills and Certifications

• Knowledge of Mitel OpenScape UC, Xpressions Contact Center, and OSILA technologies.
• Proficiency in SIP, VoIP, PBX, and UC protocols.
• Solid understanding of networking concepts, including TCP/IP, routing, and firewall configurations.
• Familiarity with monitoring tools (e.g., SolarWinds, Nagios) and ITSM platforms (e.g., ServiceNow).
• Relevant Mitel certifications (e.g., Mitel Certified Expert or Professional) preferred.
• Excellent analytical, communication, and customer service skills.
• Familiarity with DNS, and DHCP ASA, Putty, Terminal windows
• Prior experience working in a service desk or a technical call center environment.
• Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred.
• Ability to write clear and comprehensive work instructions, SOPs, and knowledge based documents
• Excellent communication, organizational and time management skills.
• Ability to work independently as well in a team environment.
• Knowledge of traditional voice, data and converged technologies, with desire to learn new technologies.
• Strong troubleshooting, problem solving and analytical skills.
• Experience with Microsoft Office – intermediate to advanced (preferred).
• May be required to travel locally to client premises to troubleshoot issues on site.
• Performs other duties as assigned.

Training Requirements:

• Throughout the year there will be opportunities to take self-paced and classroom training. This will be scheduled based on job requirements.

Preferred Qualifications:

• Experience with Microsoft Office – intermediate to advanced (preferred)
• Experience with ServiceNow
• Experience working within a NOC environment
• Experience working with Linux

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include 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, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.