Company overview: Carousel Industries is the premiere technology solutions provider who designs, implements and maintains powerful converged communication networks for enterprise customers nationwide. Utilizing a single source approach, Carousel offers everything from VoIP, Data Infrastructure, Power and Cooling, IVR, Wireless, and Security to ongoing maintenance, repair, and managed services. Carousel has achieved elite partner status with the top technology companies in the world including Avaya, Extreme Networks, Juniper Networks, CISCO and APC.
Primary Responsibilities:
Expectations are for an individual with high exposure to traditional voice, data and IP Telephony technologies, as well as knowledge and experience with a converged environment. Candidate to exhibit outstanding and consistent technical skills in areas of VOIP, TCP/IP Internetworking, PBX Trunking and Translations.
This position offers an individual with extensive technical background, strong people skills and initiative to work with Carousel’s internal staff and customers. Both written and oral communication skills are required. This position will receive escalations from Tier 1 and Tier 2 technicians for our external customers and will speak directly with our customers. Strong interpersonal skills are needed to team well with customers, project managers, account executives, field technicians and various Avaya and Carousel services personnel. Excellent collaboration and team work skills. Work is performed with minimal direction and senior management will rely upon this individual for support in more complex customer environments to provide clear resolution of an issue.
Expectation is to provide remote and potentially onsite engineering support of systems’ hardware, Linux operating systems, IP Networking and Avaya applications knowledge. Individual accepts ownership of a critical or chronic issue through to resolution, creatively thinking through to problem resolution.
Position offers working knowledge of trouble isolation, diagnostic and resolution tools, documents and procedures of hardware and applications for Avaya products. Support of third party applications and identify successful integration of the systems and applications.
Overview of Work Responsibilities:
· Receive, manage, and complete customers’ requests for service when an escalation is made.
· Apply knowledge of IP Office and PBX- S8xxx series, and legacy equipment (Definity, Intuity).
· Voicemail – Intuity, Message Manager, Octel, CM, routers, servers, and other peripheral equipment connected to Avaya products, as required/needed.
· Call Center products and applications (CMS, applications).
· Understand the alarming process and alarm resolution.
· Subject matter expert, know where to seek answers to complex issues
· Both reactive and proactive approaches to our clients’ issues for diagnosis and resolution of maintenance issues.
· Transfer of knowledge to other NOC team members, helping to implement the curriculum for NOC Engineers.
· Support of NOC Engineers 24 by 7 in complex trouble resolution with requests to work after hours.
Qualifications & Requirements:
· Education: Engineering / telecommunications degree and/or 8 -12 years of experience providing a diverse range of complex, integrated IP Converged voice and data issues.
· Minimum of five years experience with Avaya equipment – Definity, Communication Manager, Modular Messaging.
· Understand related products’ architecture, to include understanding of competitor’s products.
· Knowledge of Partner, Magix a plus.
· Expert level understanding of customer implementation and maintenance practices and issues.
· Work in a high stress environment.
· Excellent conflict resolution skills.
· Negotiation skills.
· Expert knowledge of network architecture design principles, practices, implementation and LAN/WAN maintenance.
· Complete understanding of SIP – Session Initiation Protocol.
· Complete understanding of operating systems.
· Ability to analyze at Level 3 MST traces, and definitively determine where problem resides with VOIP call flows.
· Ability to analyze at Level 3 LAN/WAN analyzer captures and definitively determine where problem resides.
· Collaboration and team work skills.
· Avaya certification in PBX, programming knowledge.
· Network knowledge a plus.
· Certifications – CCNA, CCDA, CCNP, CCDP, CCSP, CCIE Routing/Switching, CCIE Voice/Security, CCVP and / or IP Telephony specialization. ENS Extreme, JNCIP, JNCIE Juniper, LPI 2 /Red Hat Linux Cert (RHCT or above), MCSE, MCDBA, SCE, SCM (sniffer), ACS / ACE(Avaya), CPN, CM, SSG. Extreme design and maintenance.
Carousel Industries will offer to the ideal candidate:
· Competitive compensation
· Comprehensive benefits package, including 401K
· Paid Holidays, Sick Leave and Vacation
