Service Specialist

NWN; Boston (MA); Remote; USD 52,000 - 74,000; Full time

Job summary

NWN in Boston seeks a Service Specialist to monitor incidents, perform initial troubleshooting, and document work in ServiceNow. You will respond to customer requests and help maintain smooth voice and collaboration services.

The role requires at least a GED/high school diploma and 1+ years in a help desk or technical support, with familiarity in VoIP, SIP, networking, and Microsoft 365. Remote work is available, with after-hours coverage as needed.

Qualifications

• 1+ years of Help Desk, NOC, MSP, or technical support experience.
• Basic knowledge of VoIP, SIP, networking, and Microsoft 365.
• Comfort with adopting emerging AI tools to optimize processes.

Responsibilities

• Monitor and respond to incidents, alarms, and customer requests.
• Perform initial troubleshooting for Cisco CUCM, Unity Connection, gateways, SIP trunks, and devices.
• Document work in ServiceNow and maintain knowledge articles.
• Escalate complex voice and collaboration issues to L2/L3 teams.
• Provide customer communications and ticket updates.
• Participate in after-hours coverage as assigned.

Skills

Help Desk Experience

VoIP knowledge

Networking basics

Microsoft 365 basics

AI tools literacy

Education

GED or High School Diploma

Job description

Service SpecialistUS-MA-Boston

Job ID: 2026-7368

Type: Regular Full-Time

# of Openings: 1

Category: CUSTOMER SUCCESS

REMOTE

Responsibilities

• Monitor and respond to incidents, alarms, and customer requests.
• Perform initial troubleshooting for Cisco CUCM, Unity Connection, gateways, SIP trunks, and Devices.
• Execute routine MACDs including users, devices, extensions, call queues, and auto attendants.
• Document work in ServiceNow and maintain knowledge articles.
• Escalate complex voice and collaboration issues to L2/L3 teams.
• Provide customer communications and ticket updates.
• Participate in after-hours coverage as assigned.

Qualifications

• GED or High School Diploma
• 1+ years of Help Desk, NOC, MSP, or technical support experience
• Basic knowledge of VoIP, SIP, networking, Microsoft 365, and collaboration technologies
• Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness.

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.Equal Opportunity Employer, including disability/protected veteransPI287392664