Nortel engineer t3

Job DescriptionResponsibilities: • 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 levelQualifications:• 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 frameworksDesired/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 Powered by Webbtree