Carousel Industries

Nortel Technician

Posted Date 1 month ago(2/27/2020 10:22 AM)
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Company Overview

Carousel Industries is one of the fastest growing IT companies in the US, poised for explosive growth. As a premier IT services firm, we offer an extensive portfolio of services and technologies that span the following areas: unified communications and collaboration, networking, data center, security, and cloud-based solutions. Through our partnerships with leading technology vendors—like Cisco, Avaya, Microsoft, HPE, and Fortinet, for example—Carousel offers innovative IT leadership, consultative, professional, and managed services to help our clients drive transformation within their organization.

We are searching for those who are fueled by an inner drive to make a difference and to push their professional and technical capabilities to the next level. If you are someone who wants to become the “go-to person” or the “subject matter expert” in your field, then Carousel is the place for you. Ask Carousel employees what makes them stick around for 5, 10, or 20 years, and they’ll tell you it’s the brilliant people with whom they collaborate and the opportunities for personal and professional growth.

In addition to gaining a quantum leap in your technical IQ, Carousel is a fun place with a work hard / play hard mentality and an inspiring culture. Whether it’s assembling a team to compete in the next Tough Mudder or enjoying a summertime BBQ, Carousel employees consider their peers as family. To learn about our team and how you can be part of the Carousel family, find us at, Facebook, Twitter, and LinkedIn.




Position Summary:

This position provides the customer with a dedicated resource to assist with meeting established business objectives. As an extension of the customer’s staff, the dedicated resource will be responsible for identifying and meeting their assigned customer’s needs though providing service and support on the applicable equipment and products that aligns with Carousel’s high standards of customer support and focus.


Essential Duties and Responsibilities:

  • Provide end-user support through the ticketing system
  • Support the team through strategic needs including performing firmware, software, and hardware upgrades as required.
  • Comply with all Carousel policies, processes, and procedures.
  • Comply with all additional policies, processes, and procedures outlined by the customer.
  • 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.
  • 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.
  • Able to work with other technical experts towards problem resolution.
  • May be required to travel to additional customer locations.  
  • Perform other duties as assigned to meet customer expectations and business objectives.


Experience with and the ability to provide break/fix support, complete moves, adds, and changes, and provide administrative support for:

  • Nortel Call Pilot
  • Nortel CS1000
  • Media Gateways
  • Avaya Aura Session Manager and System Manager Implementation, Administration and Support
  • Avaya Session Border Controller Implementation and Support
  • Avaya Aura Communication Manager Adminstration


  • Experience with and the ability to provide break/fix support, complete moves, adds, and changes, and provide administrative support for equipment and software within the assigned customer’s environment.
  • High School Diploma or equivalent required.
  • 5-8 years of experience supporting Nortel equipment.
  • Familiar with Aura and able to troubleshoot and correct connection issues
  • Extremely skilled with managing and troubleshooting vendor connections, PRIs (Toll Free and DID)
  • Proficient with both QSIG and Lineside T-1s
  • Familiarity with Fiber Remotes and Multi Fiber Interfaces
  • Excellent written and verbal communication skills.
  • Excellent organizational and time management skills.
  • Strong troubleshooting, problem solving, and analytical skills.
  • Ability to work independently as well in a team environment.
  • Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.
  • Valid driver’s license and reliable transportation for site to site travel
  • Willingness to provide personal information and submit to background checks, drug screening, and health inquires as required to obtain security clearance for assigned customer.
  • Experience with computer and database management programs


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