Job ID: 2025-6916 Type: Regular Full-Time # of Openings: 1 Category: CUSTOMER SUCCESS Metro Washington Airport Authority
Responsibilities
Responsibilities:
The Nortel Administrator will work onsite with our client in the DC area, along with our NWN Carousel Customer Experience team. This role is full time with full benefits, including company truck.
Schedule: Monday – Friday 8:00 AM – 5:00 PM OR 6:00 AM – 3:00 PM ET
Comply with all NWN Carousel policies, processes and procedures.
Receive telephone, email and/or service order requests for performance of services.
Works directly with Customer Experience Manager and/or customer for onsite services and scheduling of technician’s services.
Professionally represent NWN Carousel 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.
Need to have knowledge of the Nortel Administrative platform.
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.
Works as a team member to ensure all responsibilities are met at the close of the business day
Performs other assignments as required to the overall service order and customer needs
Qualifications
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 wih 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).
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.
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.
Equal Opportunity Employer, including disability/protected veterans
