Innovatia Inc. Looking for Technical Support Specialist-Avaya CM, AVP & AMS at Bengaluru, K[...]

Innovatia Inc.; Bengaluru; Remote; INR 4,00,000 - 8,00,000; Full time

Job summary

An established industry player in knowledge management is seeking Technical Support Specialists to join their dynamic team. This role involves providing exceptional remote technical support, focusing on troubleshooting complex IT networks and PBX systems. Candidates will engage with a variety of technologies, including Avaya Unified Communications and TCP/IP networking, ensuring customer satisfaction in a high-touch environment. With opportunities for personal growth and advancement, this position is perfect for tech-savvy professionals eager to make a significant impact in a collaborative setting.

Qualifications

• 4-6 years experience in troubleshooting Avaya CM and related technologies.
• Strong knowledge of TCP/IP, VoIP, and Linux operating systems.

Responsibilities

• Provide top-quality technical support for IT networks and PBX systems.
• Diagnose and recommend solutions for issues on Avaya systems.

Skills

Troubleshooting Avaya CM

TCP/IP Networking

VoIP Technologies

Linux Operating Systems

Windows Server 2003/2008

Telephony Technologies (ISDN, SIP, H.323)

Wireshark

Customer Relationship Management Systems

Education

Engineering Degree in IT or Telecommunications

Tools

Avaya Unified Communications Platform

PBX Systems

Lab Equipment for Testing

Job description

Innovatia is an industry-leading knowledge management company with expertise in the Information Technology, Telecommunications, and Energy sectors. We provide our customers, including some of the worlds’ most successful Fortune 500 and Fortune 1000 companies, with end-to-end technical support, knowledge solutions including technical documentation, training, and information auditing.

Innovatia Technical Services Inc. (ITSI), a wholly owned subsidiary of Innovatia, is looking for Technical Support Specialists to provide excellent remote technical service to ITSI’s Client customer base. Customer satisfaction is our purpose, and this is a high-touch environment in which continual customer interaction is the norm. Successful candidates will join an existing team of highly skilled technical support professionals with continued opportunity for personal growth and advancement.

Key responsibilities:

1. Provide top quality technical support, troubleshooting of Information Technology networks and PBX Systems and ancillary equipment such as voicemail.
2. Work remotely with end-users and technicians, diagnose and recommend solutions leading to resolution of various issues arising on Avaya Aura S8500, S8720, S8300, S8800 media servers, G650, G700, G450, G350 gateways, Avaya communication Manager, Avaya Virtualization Platform and Avaya Media Servers.
3. Provide troubleshooting on Avaya Unified Communications Platform TCP/IP (IP Networking).

Skills and Qualifications:

1. Graduate in Engineering, preferably in the fields of IT and telecommunications.
2. 4 - 6 years of experience in troubleshooting (Break fix) on Avaya CM, AVP, and AMS.
3. Hands-on experience with troubleshooting Avaya Unified Communications Platform.
4. TCP/IP (IP Networking).
5. Support of core PBX Technology and related VOIP networks.
6. Linux Operating Systems; Windows 2003/2008 server, and telephony technologies (ISDN, SIP, H.323, etc.).
7. Strong technical knowledge in the following areas: IP Networking; VoIP; TCP/IP; Linux Operating Systems; and telephony technologies.
8. Capable of troubleshooting converged networks, IP/VOIP issues across IP PBX, Unified Communications, and contact center systems.
9. Hands-on experience with troubleshooting Call Quality and call routing issues using Wireshark.
10. Excellent understanding of SIP and H.323.
11. Ability to read and understand list trace and Message sequence trace.
12. Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.
13. Install, configure, and maintain lab equipment, create reproduction of customer environments on lab equipment.