Shift : Night (EST timings)
Job Summary :
We are seeking a highly experienced L3 Support Engineer with deep expertise in Nortel CS1000 / 1000e systems to join our Managed Services team. The ideal candidate will have extensive hands-on experience in installation, maintenance, troubleshooting, and support of Nortel voice infrastructure, including legacy and current systems. This role requires strong knowledge of VoIP, SIP, SBCs , and contact center technologies , with a focus on remote maintenance and repair .
Key Responsibilities :
- Provide Level 3 support for Nortel CS1000 / 1000e systems and associated voice infrastructure.
- Perform remote maintenance, repair, and alarm triage for Nortel platforms.
- Troubleshoot and resolve complex issues related to VoIP, SIP, and TDM environments.
- Support and maintain CallPilot, Meridian Mail , and PMS systems for hospitality clients.
- Manage and support System / Session Manager , AACC , and Contact Center environments.
- Configure and troubleshoot SBCs , T1s, PRIs, DCH , and NARS / BARS routing .
- Apply patches and perform upgrades on Nortel systems.
- Handle Signaling Server break / fix, MACs, and alarm triage.
- Support legacy systems including BCM and Norstar .
- Maintain detailed documentation of system configurations, incidents, and resolutions.
- Collaborate with internal teams and vendors for escalations and service improvements.
Technical Skills Required :
Nortel CS1000e (minimum Rls. 5, preferred Rls. 7.65)Option 11, Option 21–81, CS1K Rls 5–7.65CallPilot / Meridian MailSystem Manager / Session ManagerAACC (Avaya Aura Contact Center)SBCs with SIP connectivityT1, PRI, DCH configuration and troubleshootingNARS / BARS routingPMS integration for hotel / motel applicationsNortel patching and upgrade proceduresSignaling Server – MACs, alarms, break / fixBCM and Norstar systemsPreferred Qualifications & Certifications :
Nortel Certified Support Specialist (or equivalent legacy certifications)Avaya Certified Implementation Specialist (ACIS) – for AACC or Session ManagerITIL Foundation CertificationStrong understanding of VoIP, SIP, and telephony protocolsFamiliarity with networking fundamentals , Windows Server , and remote access tools