Avaya Nortel Tech

Glotel in Pittsburgh, PA

  • Industry: Information Technology - Others
  • Type: Full Time
position filled
Searching for an out of market resource for work in Augusta, ME Extensive knowledge of the Nortel and Avaya product lines is required. Extensive knowledge of related applications (Unified Communication, Customer Experience, Collaboration) is also required. The successful candidate will have a minimum of 5 years verifiable experience and 5 years verifiable NOC/remote support experience with Nortel/Avaya portfolio. Responsibilities: Comply with all policies, processes, and procedures. Work as directed by the customer to provide the agreed upon support on the customer s equipment, products, and/or applications. Perform diagnostics and follow comprehensive troubleshooting steps to determine the cause equipment, application, or software issues. Perform system upgrades including firmware, software, and hardware as required. Will work with Remote NOC as required Install or replace equipment which may include but is not limited to: telephones/handsets, hard drives, power supplies boards, etc. as required. Complete system and programming changes as required. Ensure accurate and timely entry of work log information detailing performed in support of a customer request, including troubleshooting steps and final resolution into applicable ticket management system. May be required to travel to additional customer locations. Perform other duties as assigned to meet customer expectations and business objectives. Tier 2 & 3 remote support/troubleshooting Project support/consultation System design/build (lab) Interfacing with clients and staff Client support & consultation Perform remote MAC After-hours support (based on on-call schedule) Occasional group presentations/training - provided by Dice

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