Technical Support Specialist (Avaya IPO)

Overview

Technical Support Specialist (Avaya IPO) role at Innovatia Technical Services Inc.

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider in the telecommunications industry. With over 20 years of experience, we specialize in workflow and knowledge processes, technical support, helpdesk and multilingual support services. We have over 300 professionals globally and serve Fortune 500 / 1000 clients.

Employment Type : Regular Full-time

Location : Remote Canada

Shift : ITSI provides support in a 24 / 7, 365-day environment. You may be scheduled for early mornings, evenings, or weekends with advance notice.

Responsibilities

• Provide top quality technical support, troubleshooting of IT networks and communications systems, including associated applications
• Work remotely with end-users and technicians, diagnose and recommend solutions leading to resolution of issues in VoIP environments
• Collect system and event log information
• Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems
• Install, configure, and maintain lab equipment

Qualifications

• Post-secondary education in a technical field
• Experience in any of the following areas is considered an asset :
• Technical Support experience
• Previous experience using CRM database
• Support of core PBX Technology and related VOIP networks
• Knowledge and experience with Avaya PBX products like IP Office Server Edition, IP Office 500v2 / Communication Manager
• Experience in analyzing packet captures through Wireshark and troubleshooting audio issues
• Experience analyzing SIP traces and troubleshooting SIP protocol related issues
• TCP / IP (IP Networking)
• Linux Operating Systems; Windows Server editions; and telephony technologies (ISDN, SIP, H.323, etc.)
• Capable of troubleshooting converged networks, IP / VOIP issues across LAN / WAN, VPN, VLAN Routers, Firewalls, Switches, IP PBX deployment, TCP / IP (IPv4), DNS
• Logical and analytical approach to problem solving
• Excellent communication skills
• Strong technical aptitude
• Organized, independent, dependable, self-motivated, takes ownership and initiative
• Proficient in written and verbal English

To apply for this opportunity, please submit your resume via our website at: / / www.innovatia.net / careers

We thank all candidates for your interest; however, only those selected for an interview will be contacted. Innovatia is an equal opportunity employer.

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