Network Support Consultant

Job Description

At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company nearly 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.

We're strong and growing. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing.

We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business.

We care.  We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about.

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

What’s the role?

As a technical, hands-on Network Support Consultant (NSC), your job is to participate in and drive the technical health across up to 8 offices in the United States. Partnering with an overall Digital Adoption Manager (DAM) and Regional Service Lead (SL) in the Home Office and individual Technical Coordinators (TCs) in each network office, you will be tasked to ensure that technical issues, questions, and escalations are handled in a timely and efficient manner, both onsite and offsite (ability to travel as required). Your immediate team will consist of other NSCs (all responsible for their own regions) that will help ensure a consistent client experience across all offices in the program, and ultimately reporting under the overall technical Service Desk in the Home Office.

Your general milestones in the first 6 months are:

• Meet (in person and/or remote leveraging technology solutions) and start developing relationships with your DAM, SL, and the TCs in your assigned offices
• Be able to speak to the health of your individual offices and have demonstrated results shown via a technology health scorecard
• Become familiar with office leadership and drive shared results through a defined plan for each office. Leverage your DAM to determine priority and set goals that align with the overall project

Bring Your Best! What this role needs:

• Advanced knowledge in computer, mobile device hardware, and software trouble-shooting including proficiency in using software support tools
• Demonstrates strong customer service skills that translate both internally (HO) and externally (Field), verbally and in writing at all levels in a succinct yet understandable fashion based on audience.  Includes exemplifying a professional image that supports the vision of future service and the ability to provide multi-channel support in a rapidly changing technology environment
• Initiative and motivation including willingness to seize opportunities to identify, independently drive and implement process/service improvement and innovation
• Assist in the coordination of office moves, technology upgrades, and other projects as assigned
• Provide guidance on best practices, technology recommendations, and awareness of the NM vision for technology
• Ability to diffuse/resolve escalations, resolve complex issues, train, mentor and coach others

Req ID: 16502
Position Type: Regular Full Time
Education Experience: Associates Required
Employment Experience: 3-5 years
Licenses/Certifications:
FLSA Status: Exempt
Posting Date: 08/15/2017

Qualifications

Additional Information