Carousel Industries

Nortel Technician (L2)

Posted Date 4 months ago(11/25/2019 4:01 PM)
# of Openings
Job Location
US-NY-New York

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:

  • Resolve trouble tickets as it pertains to the Nortel system
  • Act as an escalation point for end-user support as needed
  • Perform diagnostics and follow comprehensive troubleshooting steps to determine the cause of equipment, application, or software issues.
  • Perform system upgrades including firmware, software, and hardware as required.
  • Complete system and programming changes as required.
  • Document any changes introduced to the client environment including steps to resolution.  Enter this info into appropriate Knowledge Base.
  • May be required to travel to additional customer locations.


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

  • Avaya Aura Call Center
  • Avaya Red
  • Avaya Coverged Platform/POD Fx
  • Avaya G450/G650 Media Gateways
  • Avaya Session Border Controller
  • Nortel CS1000
  • Nortel Call Pilot
  • Nortel MPS 500/1000
  • Avaya Experience Portal
  • Avaya J Series/96xx Series IP Phones
  • Nortel 11xx Series IP Phones
  • Nortel TDM Phones
  • Avaya Headsets


  • Applicable certifications or technical degree or a minimum 5 years of experience in a technical role.
  • High School Diploma or equivalent required.
  • Strong troubleshooting, problem solving, and analytical skills
  • Excellent written and verbal communication skills.
  • Self-directed and self-managed a plus
  • Valid driver’s license.
  • Willingness to provide personal information and submit to background checks, drug screening, and health inquiries as required by assigned client.


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