Core BTS

• Support the planning and execution of regional field marketing events, partner events, webinars, and corporate marketing programs. • Maintain event timelines, task lists, registration details, calendars, and planning documents to keep programs on track. • Coordinate event logistics including venues, catering, shipping, promotional materials, attendee lists, signage, and onsite details. • Partner with marketing, sales, partner alliances, and content teams to support event promotion, attendee targeting, and follow-up. • Help gather event requirements, deadlines, creative needs, speaker details, and internal approvals. • Serve as a day-to-day coordination point for assigned events, escalating issues and decisions as needed. • Assist with vendor outreach, estimates, invoices, contracts, purchase requests, and budget tracking. • Maintain organized event records, including budgets, attendee reports, vendor information, and post-event documentation. • Support cost-effective planning while following internal processes and brand standards. • Support onsite and virtual event execution, including setup, registration, attendee support, materials, and post-event wrap-up. • Coordinate post-event activities such as attendee list updates, lead handoff support, survey distribution, and follow-up communications. • Assist with basic event reporting, including attendance, engagement, feedback, and lessons learned.

• Advise and implement cloud-based solutions using various cloud platforms and technologies. • Work closely with stakeholders to gather requirements and translate them into technical solutions. • Provide project and technical guidance to the team. • Ensure that the solutions are scalable, secure, and cost-effective. • Conduct assessments and provide recommendations for solution adoption and migration. • Develop and maintain documentation and best practices. • Stay up to date with the latest technologies and trends. • Implement comprehensive cloud solutions aligned with business objectives, considering factors like scalability, performance, security, and cost-efficiency. • Ensure cloud solutions meet security and compliance standards including data protection, encryption, access control, and regulatory requirements. • Provide expert-level client collateral including architectural drawings, documentation, and implementation guides for project architecture deliverables. • Lead engagement teams, delegate responsibilities, and mentor fellow consultants. • Work within the sales process to assist in technical whiteboards, scope projects, create sales collateral, and presentations. • Review technical documentation and sales collateral for punctual and technical correctness.

• Function as the first point of contact and first level support for client’s end users, networks, and server issues. • Troubleshoot software, hardware and operating system issues. • Create detailed documentation of incidents. • Provide timely and professional communication with customer contacts. • Multitask on complex, diverse issues. • Monitor customer environments for faults, failures, and performance issues. • Proactively respond to emails, alerts, tickets, and phone calls from customers. • Escalate higher level issues to appropriate resources for in-depth investigation. • Stay current in evolving technologies. • Perform scheduled maintenance including server patching.

• Function as first-level support for client’s end users, networks, and server issues. • Troubleshoot software, hardware, and operating system issues. • Create detailed documentation of issues. • Take incoming phone calls and emails from clients experiencing issues. • Provide empathic customer support in a courteous and friendly manner. • Resolve or escalate issues per clients Service Level Agreements. • Maintain professional communication and demeanor. • Escalate higher-level issues to appropriate resources for in-depth investigation. • Advise management of required updates or corrections to Wiki/KB. • Stay abreast of advances in technologies and further education in emerging technologies.

• Function as first-level support for client’s end users, networks, and server issues. • Troubleshoot software, hardware, and operating system issues. • Create detailed documentation of issues. • Take incoming phone calls and emails from Core BTS clients experiencing issues. • Provide empathic customer support in a courteous and friendly manner. • Timely resolve or escalate issues per clients Service Level Agreements. • Maintain professional communication and demeanor. • Escalate higher-level issues to appropriate resources for in-depth investigation. • Communicate (verbal and written) with engineers on shift to ensure tickets are addressed. • Handle incidents according to Wiki/KB documentation. • Advise management of required updates or corrections to Wiki/KB. • Stay abreast of advances in technologies and further education in emerging technologies.

• Responsible for the administration, support, implementation, and ongoing optimization of Cisco-based voice and Unified Communications • Support multiple customer environments with strong technical expertise • Ensure high availability, performance, and customer satisfaction across voice and contact center platforms • Collaborate with NOC, engineering, and service delivery teams to meet SLAs and customer expectations • Provide operational support for Cisco Unified Communications platforms • Configure and support Cisco Unified Communications Manager (CUCM), Unity Connection, gateways, and SIP integrations • Troubleshoot complex voice, call routing, and QoS issues across LAN/WAN environments • Create and maintain technical documentation, standard operating procedures, and network diagrams • Participate in customer onboarding, migrations, upgrades, and platform lifecycle management

• Oversee the configuration, administration, and optimization of the Microsoft 365 suite, including Exchange Online, Teams, SharePoint, Intune, Defender, Azure AD / Entra ID, and Power Platform. • Regularly audit systems to ensure they are designed and operating to current best practices. • Mobile device management with Intune includes endpoint policies, configuration, package deployment, and provisioning. • Management of Exchange Online, including mail security such as SPF, DMARC, DKIM, and spam, malware, and phishing protection. • Implementation of Single Sign On for enterprise-wide applications utilizing Microsoft Azure AD / Entra ID. • Management of servers including latest Windows Server versions, Linux, and appliance based virtual machines. • Design, deploy, and administer HyperV virtualization systems in on-premises datacenters. • Design, deploy and administer cloud-based virtualization environments including Microsoft Azure. • Deploy, manage, and analyze infrastructure wide monitoring tools to ensure all systems are operating optimally. • Design and maintain internal networks for both datacenters and branch offices. • Management of Cisco / Meraki firewalls, routers, and switches. • Troubleshoot and resolve network-related issues and analyze root cause of failures to ensure design resiliency. • Responsible for circuit management and working with vendors as necessary. • Management of internal telephony via Cisco and Teams. • Develop and maintain Disaster Recovery (DR), High Availability (HA), and Business Continuity Planning (BCP) strategies for critical systems. • Ensures all platforms are deployed with appropriate backup and archiving strategies. • Conduct regular testing and drills to validate the effectiveness of DR, HA, and BCP plans. • Assist the IT security team with day-to-day security and compliance tasks. • Lead the vulnerability management program’s patching design, implementation, and monitoring. • Management of multi-factor authentication technologies. • Ensure processes and systems are implemented in alignment with existing compliancy and regulatory requirements. • Design, develop, and maintain IT integrations such as HR IS platform to Microsoft Azure AD / Entra ID. • Process automation such as user onboarding and offboarding script development. • Act as an escalation point for the help desk team to assist with complex trouble tickets. • Assist with the design and implementation of automated configuration for both Windows and Mac based endpoints. • Management of branch offices including networking, printing, and physical security. • Collaborate with various business and IT team members to ensure all designs meet requirements. • Develop documentation of processes and knowledge base articles for systems as they’re designed and deployed.

• Respond to level two issues that arise and escalations from the Network Operations Center or service desk • Concentrate on M365 Security as the main focal point • Proactively work with Senior members of the managed services practice to provide exceptional support for our managed client portfolio • Resolve, or escalate issues reported or identified in an M365 tenant • Conduct proactive performance assessments of clients' M365 environments, identifying opportunities for optimization and improvement. • Aid other team members in the resolution of cases within the scope of skillset • Assist with information gathering and reporting to either clients or Client Success Managers • Collaborate with senior engineers to escalate issues as needed • Develop, maintain and update technical knowledge base articles • Participate in an on-call rotation • After hours / weekend work may be required

• Manage and nurture relationships with strategic partners, serving as a trusted liaison between NRI and our partner organizations. • Develop and execute partner marketing strategies that align with our business goals and maximize brand exposure. • Lead, coach, and support partner demand resources, including Partner Demand Specialist(s) and third-party SDR agencies focused on demand generation and Marketing Qualified Lead (MQL) generation. • Allocate and manage Marketing Development Funds (MDF) for partner activities, ensuring efficient and effective use of resources. • Collaborate with national and field marketing to generate marketing leads and execute demand generation events. • Create and execute end-to-end partner marketing campaigns, tracking and analyzing results for continuous improvement. • Maintain compliance requirements and milestones for partner agreements, securing rebates and incentives for NRI. • Assist with the tracking and reporting of Marketing Sourced and Marketing Influenced Pipeline Revenue post demand generation activities and events.

• Respond to level two issues and escalations from the Network Operations Center or service desk • Focus on M365 Security as the main focal point • Work with Senior members of the managed services practice to provide support for managed client portfolio • Resolve or escalate issues reported or identified in an M365 tenant • Conduct proactive performance assessments of clients' M365 environments