Technical Support Specialist

The NETS Engineer delivers remote and 'when required' on-site, technical support activities to North American customers and Channel Partners in the Enterprise Multimedia Applications Market. This is a technical role requiring expertise in Nortel's Interactive Voice Response (IVR) product and experience with SUN? Microsystems Solaris O/S. Experience with Nortel's Contact Center Products would be an asset.
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As a member of the NA NETS team located in Bohemia, New York the successful candidate?s responsibilities are:
- Providing Tier 3 technical support on Customer Cases within the business objectives committed to the Nortel customers and partners.
- Updating customers on case resolution progress and maintaining/updating the Customer case database.
- Participation in On-call rotation
- Developing public solutions to known issues
- Participate in New Product Introductions
- Escalating to Design Support teams
-Participating in Beta Trial
-Supporting IVR and Custom Call Center applications
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Technical support is a challenging environment with opportunities to develop grow customer management skills, work on complex issues, develop technical skills on new products and build relationships both inside and outside Nortel. As part of this team the successful candidate should be able to demonstrate some of the following skills.
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Excellent analytical skills
Good interpersonal communications skills (both verbal and written).
Must be able to work independently
Demonstrated problem solving skills
Experience in customer relationship/support and crisis management is a definite asset.
Broad knowledge of the Nortel's Enterprise range of voice products
Clear understanding of SUN Microsystems Solaris O/S and Microsoft Server and Client-based O/S
Good Level Understanding of Data, IP and VoiP products would be an asset.




Travel Required: Minimal travel
Position Type: Full Time, Employee
Relocation assistance: None
Homebase Eligible: NoShift: Day/First Shift
Business Unit: Global Serv & Ops