Nortel Tier 2 Support Engineer
Summary
| Title: | Nortel Tier 2 Support Engineer |
|---|---|
| ID: | 2454 |
| Location: | Remote India |
| Department: | Technical Support |
Description
Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.
We are seeking an experienced Nortel Tier 2 Support Engineer to deliver advanced remote technical support for enterprise voice and telephony systems. The role focuses on troubleshooting, system stability, and complex issue resolution across Nortel environments, while offering opportunities to expand into Avaya Unified Communications (UC) technologies.
Responsibilities:
- Provide second-level technical support for Nortel PBX and VoIP environments (CS1000, Option 11C/81C, BCM, Meridian).
- Diagnose and resolve complex issues related to PBX configuration, SIP trunking, call routing, and signaling.
- Perform system upgrades, patches, and backups to maintain operational reliability.
- Analyze CPS traces, LD command outputs, and system logs for root cause investigations.
- Work closely with Tier 1 engineers and field technicians on escalations and system recovery.
- Support voice migration and integration projects, including Nortel-to-Avaya conversions.
- Document technical procedures, configurations, and known issue resolutions.
- Participate in on-call rotation and after-hours support as required.
Qualifications:
- 4–8 years of experience supporting enterprise telephony or UC environments.
- Strong hands-on expertise in Nortel CS1000/CS2100, Meridian, CallPilot, and BCM systems.
- Proficiency with LD command-line interface and Element Manager.
- Solid understanding of SIP, RTP, and VoIP signaling, along with QoS principles.
- Familiarity with signaling servers, media gateways, and trunk configuration.
- Working knowledge of IP networking (DHCP, VLANs, DNS, and routing).
- Strong analytical, documentation, and communication skills.
Bonus / Preferred Skills
- Experience with Avaya Unified Communications platforms, including:
- Avaya Aura Communication Manager (CM)
- Avaya Session Manager and System Manager
- Avaya SBCE (Session Border Controller for Enterprise)
- Avaya Messaging or IX Workplace
- Understanding of UC integration between Nortel and Avaya environments.
- Certifications such as Avaya Certified Support Specialist (ACSS) or Nortel Technical Specialist.
Benefits at Innovatia:
- Comprehensive Health Insurance policy
- Employee Wellness Program with focus on mental health
- Robust reward and recognition programs
- Company incentive programs offered.
- Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
- Ample growth and learning opportunities.
- Remote work opportunities
- Focus on work/life balance.
- Immigration Program supporting immigration to Canada for eligible employees.
We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Innovatia is an equal opportunity employer.
