Technical Support Specialist - Cisco VOIP

Innovatia Inc.; Brossard; Remote; CAD 60,000 - 80,000; Full time

Job summary

An established industry player seeks a Technical Support Specialist to ensure seamless operation of its Voice environment. This role involves VOIP troubleshooting, SQL application support, and client/customer support. You will work on configuring and administering VOIP cluster components while managing incident and problem management processes. The ideal candidate will bring over 5 years of technical experience in VOIP and possess excellent communication skills to engage with customers effectively. Join a dynamic team that values initiative and continuous learning in a remote work environment.

Qualifications

• 5+ years of technical experience in VOIP is required.
• CCNA Voice/CCNP Voice certification is a plus.

Responsibilities

• Configure and support VOIP implementations at remote sites.
• Troubleshoot issues related to Call Manager and Voice Gateway.
• Manage medium to high-priority VOIP tickets.

Skills

VOIP troubleshooting

SQL

Incident management

Problem management

Change management

Configuration of VOIP components

SIP and H323 protocols

Excellent communication skills

Education

5+ years of technical experience in VOIP

CCNA Voice/CCNP Voice certification

Tools

Cisco Call Manager

Unity Connection Servers

Cisco Voice Gateway

CUBE router

Job 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.

The Technical Support Specialist will act as a technical resource and will be responsible for ensuring a seamless operation of our Voice environment, with full end-to-end accountability. You will also be responsible for VOIP troubleshooting, SQL, application support, client/customer support, incident management, problem management, and change management. Additionally, hands-on experience in the configuration and administration of VOIP cluster components is essential.

Location: Remote Canada

Employment Type: Regular Full-time

Responsibilities

• Configure and support VOIP implementations at remote sites, QoS, packet analysis, switching, VLAN, EtherChannel, and HSRP.
• Troubleshoot issues related to Call Manager, Voice Gateway, and On-Net calling.
• Promote awareness of VOIP technology to end users.
• Support VOIP analysis and reporting to optimize cost savings.
• Perform tasks related to CSS, partitioning, route patterns, Unity connection, UCS servers, CIMC and Esxi, dial peers, certificate renewal, and maintenance.
• Configure and implement Voice Gateway.
• Design, configure and implement UCS servers and voice equipment.
• Utilize knowledge in SIP and H323 protocols.
• Manage medium to high-priority VOIP tickets.

Qualifications

• 5+ years of technical experience in VOIP.
• Professional certification – CCNA Voice/CCNP Voice is an added advantage.
• Knowledgeable in Cisco Call Manager, Unity Connection Servers, Cisco Voice Gateway, CUBE router or WebexDI.
• Excellent verbal and written communication skills to connect with customers at varying levels of the organization.
• Must be a team player capable of upscaling and taking initiative to deliver tasks independently.
• Must be open to learning and working on new technologies.

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.