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Nortel Support Engineer - Seattle

Nortel Support Engineer - Seattle

Ad id: 1109174490166736
Views: 6
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Job Description:This position is responsible for the implementation, analysis, troubleshooting, support, and resolving customer escalated issues involving issues in a Cerium deployed or supported network of Avaya CS1000 communication infrastructure. Ideal candidate must be a self-starter, well organized, a team player, and a problem solver. Position requires independence and accountability as well as a collaborative effort. Must have excellent communication and customer service skills. Support Avaya CS1000 solution technologies including but not limited to CallPilot, AACC, WLAN telephony and any former Nortel PBX solution.Support of multi types of trunking to include T-1, PRI, H.323 and SIP.Support of multiple types of CSU's Kentrox, Adtran, etc. Provide remote and on-site support in the diagnosing, troubleshooting and resolving system issues. Includes analyzing and resolving any system issues that are causing system service disruptions.Focus on rapid identification and resolution of customer issuesAnswer questions and perform initial triage on problem reportsDocument each customer interaction using our Microsoft CRM ticket management systemProvide timely and effective resolution to support requests based on internal and external service level agreements (SLA)Provide ongoing, regular updates to customers to keep them apprised of progress toward problem resolutionTechnical assistance for hardware, software and/or applicationsPartnering to create and update technical documentationProviding onsite installation and other professional services as neededParticipate in off hours and a rotating on call support schedule associated with a 24x7 support operationACSS or ACSE in CS1000, CallPilot, and AACC preferred Bachelor's degree in related field or equivalent experience required.5 or more years of related work experienceExcellent analytical ability and communications skillsCustomer service skills and experienceSelf-starter, willing to take ownership and work with minimal supervisionStrong organization abilities and a passion for excellence - provided by DiceSee job description


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Last Updated on: February 22, 2018
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