Nortel

Role: Nortel Diagnostic Engineer

Experience:6+ years

Location: Hyderabad/Remote

Essential Functions:

• Manages assigned trouble incidents to resolution of point of escalation
• Possesses the ability to configure, implement, monitor and maintain Nortel/Avaya Blue telephony systems and support all aspects of telecommunications equipment and applications including: Avaya CS1000 PBX up to Release 7.65, BCM & SRG, VoIP Telephony, Call Pilot, Meridian Mail, System/Session Manager. Collaborates with consults with customers, vendors, and contractors to provide expert technical solutions in support of contracts in a fast pace and demanding environment
• Follows up with customer contacts to ensure satisfactory resolutions
• Reports findings, tracks progress, and documents customer communication within incident management system
• Manages workload in a manner that meets defined Service Level Objectives
• Develops positive working relationships with internal and external customers
• Manages positive customer satisfaction levels

Required Qualifications:

• Bachelor's degree in telecommunications or equivalent related education and work experience
• 3+ years' experience in the Nortel PBX environment. Must possess hands-on experience in Nortel equipment installation, maintenance and repair
• 3+ years working experience on the Nortel/Avaya Blue PBX CS1000 platform, Call Pilot Voicemail, Meridian Mail, BCM, SRG, ACD, NARS/BARS, Hotel/Motel Application, Routing, T1's, SIP.
• 3+ years' experience in supporting VoIP technologies including telephone programming and installation
• 3+ years' experience in daily move/add/change and repair of Nortel/Avaya Blue telephones and programming
• 3+ years' experience with cable/wire techniques, color codes.
• 3+ years' experience in Voice networking, installation of T-1's, circuit cards and troubleshooting of telco issues.
• Must possess strong computer skills and excellent working knowledge of general business applications including MS Work, Excel
• Must possess excellent oral and written communication skills in English
• Highly skilled in writing with details, accuracy, and consistency
• Strong analytical, interpersonal, and relationship building skills
• Superior skill in the use of the internet, e-mail applications, procurement/inventory systems, maintenance
• Strong work ethic and personal drive to excel
• Strong sense of urgency and commitment to get the job done
• Superior negotiation, coordination, and conflict resolution skills
• Ability to use (and learn new) complex systems, technologies, and applications.

Ability to adapt to change quickly and multi task

• Demonstrate high standards of conduct and ethics as well as appropriate judgement, independence, and discretion

Desired/Preferred qualifications:

• Current Nortel equipment certifications
• Knowledge of Call Center peripherals including Interactive Voice Response (IVR), Nortel Symposium, CMS reporting and AACC
• Knowledge of Avaya CM products