Technical Support Specialist (Avaya IPO)

Innovatia Technical Services Inc.; Saint John; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading technology outsourcing provider in Canada is seeking a full-time Technical Support Specialist to provide top-quality technical support for VoIP environments. The ideal candidate will have strong analytical skills, technical aptitude, and experience in network troubleshooting. This is a remote position within Canada. Applicants should have post-secondary education in a technical field and demonstrate great communication skills.

Qualifications

• Experience troubleshooting VoIP environments and core PBX Technology.
• Knowledge of analyzing packet captures and troubleshooting audio issues.
• Logical and analytical approach to problem solving.

Responsibilities

• Provide technical support and troubleshoot networks and communications systems.
• Work with end-users to diagnose and resolve issues.
• Document troubleshooting steps and site information.

Skills

Technical Support Experience

CRM Database Experience

VoIP Support

Analytical Skills

Strong Communication Skills

Education

Post-secondary education in a technical field

Tools

Avaya PBX products

Wireshark

Linux Operating Systems

Job description

Overview

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 world’s most successful Fortune 500 and Fortune 1000 companies.

Employment Details

Employment Type: Regular Full-time

Location: Remote Canada

Shift: Innovatia provides support in a 24/7, 365-day environment. In this role, you may be scheduled for early mornings, evenings, or weekends, with advance notice provided.

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 experience troubleshooting audio issues.
• Experience analyzing SIP traces and troubleshooting SIP protocol related issues.
• TCP/IP (IP Networking)
• Linux Operating Systems; Windows 2003/2008 server, 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
• GREAT communications skills
• Strong technical aptitude
• Organized, independent, dependable, self-motivated, takes ownership and initiative
• Proficient in written and verbal English with excellent communication/soft skills

To apply for this dynamic 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.