Job Description

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 taskDemonstrate 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