Senior Field Service Delivery Technician

Company Overview

NWN Carousel delivers AI-powered technology solutions for the modern workplace, delivered across multiple offerings. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications, leverages 30+ years of engineering strategic outcomes. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability and improved uptime, efficiency, and experiences for our clients. We're a customer-obsessed team earning a 70+ Customer Net Promoter Score (NPS), and committed to a culture of innovation, integrity, and operational excellence. Our company has been recognized with hundreds of industry awards and are proud to be a 'Best Place to Work' with an 80+ Employee Net Promoter Score (eNPS).

Our team of 1,050+ dedicated and talented employees deliver first-class, innovative technology solutions to more than 5,000 customers with a goal to deliver great customer and employee experiences. We offer employees a rewarding family-friendly flexible work environment where they can advance their skills and grow their careers AND we offer full-time employees a competitive and comprehensive benefits package.

Responsibilities

The Senior Field Service Delivery Technician role is responsible for advanced services related to configuring, installing, troubleshooting and repairing desktop, network and systems infrastructure solutions for our customers.

Shift: Monday - Friday, 7:00 AM - 4:00 PM Pacific Time

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Delivering quality services for one or more technological practices.
• Configuring, installing, troubleshooting and repairing desktop, network and systems infrastructure solutions for our customers.
• Meeting the billable/chargeable targets set by the company. Billable and chargeable time should consist of assessments, planning, design, configuration, installation and support of the solutions offered by the practice.
• Accurate and timely tracking of client work, service calls, and related documentation.
• Attending seminars as requested by the Professional Services Management Team.
• Administration: Consistent and accurate time entry input.
• Provide logistical support for shipping and delivery to local region.
  
  • Loading/unloading of product/equipment.
  • Inventory/audits/stocking/shipping/receiving.
  • Prepare pallets/shrink wrap etc.
  • Trash removal/disposal
  • Warehouse duties (cleaning, sweeping, organization etc.)
• Provide deployment, field service delivery and logistical support.
• Strong ability to lead multiple deployment teams.
• Assembly, configuration and installation of equipment (desktop computers, laptops, monitors, printers, etc.).
• End point configurations, imaging, asset tagging, laser engraving, staging etc.
  
  • Create engraving files.
  • Upload/manage/deploy gold standard images.
  • Create custom asset tags.
  • Pick-up/drop off equipment.
  • Google management services.
• End point diagnosis, repairs (break/fix) and quality control.
• Data migrations.
• Converged Infrastructure/Collaboration support (access point, switch, server configurations/phone logistics and deployments)
• High level rack/stack and cable remediation 'smart hands' support.
• Provide inventory shipping and receiving support.
• Travel: To Customer sites as needed.
• Complete training as required.

Additional job responsibilities include, but are not limited to:

• Provide input for templates used to improve the quality of the service delivery process.
• Acquire technical certifications per training plan.
• Attend technical classes and web training.
• Other responsibilities as assigned.

Qualifications

The following are minimum qualifications and requirements required for this role:

• Ability to travel to client premises on a daily basis.
• Access to a vehicle and a clean driving record is required.
• Must pass a background check.
• Some assignments may require additional background checks, including criminal background checks and submittal of information for review in support of security clearance(s).
• Ability to work evenings and weekends as required.
• Must be able to lift (~75) pounds of weight.
• Excellent written/verbal communication skills, critical thinking and problem solving or troubleshooting skills.
• Excellent customer service skills.
• Demonstrated proficiency in coordination, scheduling and customer updates.
• Must possess excellent time management skills.
• Strong client service skills.
• Strong organizational and multi-tasking abilities to keep track of multiple tasks.
• Must be a team player yet work well independently.
• CompTIA A+ certified.
• Strong knowledge of Microsoft Windows Deployment (WDS/MDT/SCCM/Intune/AutoPilot).
• Experience imaging solutions (Microsoft, VMWare, Symantec, Clonezilla etc.).
• 5+ years of PC, laptop and printer configuration/installation.
• Excellent desktop technical support experience.
• High school diploma or equivalent experience and knowledge/ some college preferred.

Travel: Local and Domestic Travel, Daily

At NWN Carousel, 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, 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 Carousel are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel 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.