Network Support Consultant

About the role

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.

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