Nortel Engineer T3

Job Description

Job Description

Responsibilities:

• Manages assigned trouble incidents to resolution of point of escalation of point of escalation

• Possesses expert skills in VOIP related technologies, (to include, but not limited to, SIP, H.323, virtualization and AVAYA products) to be able to systematically troubleshoot issues in a complex, enterprise level environment

• Provides mentoring assistance to engineers with troubleshooting issues and development of root cause analyses related to customer issues within areas of expertise

• Assists and trains on installation of upgrades and patches, and recovery from backups, if required, within areas of expertise • Assists engineers on configuration and review of packet capture, (such as Wireshark), to analyze network level voice issues • Advises on escalations to manufacturers and resolution of those escalations to closure

• Develops knowledgebase articles and information to assist in best practices within areas of expertise

• Develops and performs "HowTo" training sessions for other engineers

• Provides solutions to a diverse range of complex problems

• Builds and maintains the corporate customer service relationship

• Provides leadership to client and the MSSC, and consistently exceed client expectations

• Manages positive customer satisfaction level

Qualifications:

• Bachelor's degree in Computer Information Systems, Accounting, or Business; candidates may have a high school diploma with 5 years of experience in supporting the AVAYA/ Nortel product lines in a telecommunication environment or telecommunication organization

• Remote Engineer with 5+ years’ experience with advanced troubleshooting on one or more Enterprise level AVAYA communications products.

• Experience in VOIP technologies, (to include, but not limited to, SIP, H.323, virtualization and AVAYA products) and be able to systematically troubleshoot issues in a complex, enterprise level VOIP environment

• Strong analytical, interpersonal and relationship building skills

• Strong work ethic and personal drive to excel

• Exceptional organizational skills and attention to detail

• Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean, or other best practice frameworks

Desired/Preferred Qualifications:

• Remote Maintenance, Repair and alarming for the following Products

• In depth knowledge of Voice Over-IP Networks and Networking

• MiVoice Business MCD (3300 Mxe AX)

• MiCollab

• MiVoice Border Gateway (MBG)

• MiContact Center Office (CSM)

• Mitel General Backup/ Restor

• Mitel Patch Management

• Unix/ Linux

• SX200

• Innovations/ Tiger TMS Inline Voice Mail

• ESNA Applications

• Nortel Knowledge

• Call Pilot 100/150 Experience

• BCM 50/ 400/450 Experience

• SBC’s with SIP Connectivity

• T1s, PRI, DCH

• Knowledgeable with VMWare

• Comptia Linux+

Soft skills:

• Excellent communication skills (verbal and written)

• Should be flexible to work in rotational shifts

• Ability to work in a team and as an individual contributor

Skills