Guardians in the NMC

Application Support Technicians

These technicians keep an eye on our network and your voice and data traffic, and are located in the NMC 24 hours a day, 7 days a week. This group is responsible for repairing customer circuits, and for ensuring that our Mean Time To Repair (MTTR) does not exceed 1.5 hours. Generally, we complete the repairs in a fraction of that time.

Customer Support Engineers (CSE)

This knowledgeable group is completely dedicated to our customers, and works on issues that deal with Norlight's more complex, consultative products such as our Managed Services, Video Conferencing and Business Continuance Solutions.

Installation Group

100% dedicated to managing customer installs. Norlight's goal is to ease your worries and to increase your satisfaction with our installations - and the installation group sees to this. They meet, and usually exceed, our aggressive goals for meeting installation due dates.

Customer Support Specialists (CSS)

The first line of contact for our customers, they take incoming calls, solve customer issues and escalate issues to other personnel. They also status customers and proactively notify them when an issue arises. This group ensures that a live person answers the phone in 10 seconds or less.