Innovatia Inc. Looking for Technical Support Specialist – Unified Communications at Remote

Innovatia Inc.; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Unified Communications Technical Support Engineer, where you will provide exceptional remote technical support to a diverse client base. This role emphasizes customer satisfaction and requires strong communication skills, technical expertise in VoIP and networking, and the ability to troubleshoot complex issues. As part of a dedicated team, you'll have opportunities for personal growth and professional advancement while working in a dynamic, fast-paced environment. Enjoy a flexible work schedule and the chance to make a real impact in the technology sector.

Benefits

100% Company Paid Benefits

Employee Assistance Program (EAP)

Flexible Work Schedule

Remote Work Option

Qualifications

• 2+ years IT or telecommunications certification required.
• Strong foundation in networking and VoIP technologies.

Responsibilities

• Provide top-quality technical support and troubleshooting for IT networks.
• Document all site information and troubleshooting steps in CRM systems.

Skills

VoIP

TCP/IP

LAN/WAN Routing

SIP Protocols

Packet Trace Analysis

Customer Service

Technical Documentation

Troubleshooting

Wireshark

Linux Red Hat

Education

2-Year Community College Certification in IT

BSc in Computer Science/Engineering

Tools

Customer Relationship Management Systems

Wireshark

Job description

Innovatia Technical Services Inc. (ITSI) 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 world's most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical documentation, training, technical support, and information auditing.

We are looking for a Unified Communications Technical Support Engineer that can provide top-notch remote technical service to ITSI’s client customer base. Customer satisfaction is our purpose and ultimate goal. With that in mind, this is a high-touch environment in which a high level of continual customer interaction is the norm. Successful candidates will join an established team of highly skilled technical support professionals with continued opportunity for personal growth and advancement.

Responsibilities:

1. In-depth communication skills to provide technical knowledge transfers to our end-user community as well as service technicians. The position is part of our Global Voice Operations team.
2. Provide top-quality technical support, troubleshooting of Information Technology networks, PBX Systems, and ancillary equipment such as voicemail.
3. Must be able to work remotely to resolve customer issues by utilizing your skills, knowledge, and experience with call quality issues in VoIP environments.
4. Collect and analyze packet trace information. Create reproduction of customer environments.
5. Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.
6. Flexible work schedule is a requirement; must be able to work weekends when necessary. Some on-call work may be required.

Personal Attributes:

1. Well organized with the ability to leverage best practices and innovate through any problem with a can-do attitude.
2. Excellent verbal and written communication, interpersonal, and customer service skills.
3. Self-starter, able to work independently and as part of a team in a fast-paced environment.
4. Ability to manage Customers and Partners.
5. Time management and prioritization skills.
6. Ability to develop strong working relationships.
7. Pride in providing resolutions to customers.
8. Ability to manage multiple activities and changing priorities.
9. Ability to work under pressure and to meet tight deadlines.
10. Ability to work in a reporting environment.
11. Attention to detail.
12. Keep the customer informed by continued communications while working on a resolution.
13. Excellent team player.

Education and Experience:

1. Minimum 2-year Community College Certification in IT and/or telecommunications.
2. Experience in networking with a strong foundation in LAN/WAN routing, switching, and TCP/IP, VoIP.
3. Experience in VOIP and SIP protocols; Frame Relay, PPP, and MPLS networks.
4. Understanding of Server Hardware.
5. Knowledge or familiarity with physical layer testing standards for DS0’s & DS1’s.
6. Knowledge Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, Moves, Adds, and changes.
7. In-depth understanding of Session Initiated Protocol (SIP).
8. Advanced Troubleshooting skills.
9. Knowledge of Wireshark, network sniffs, etc.
10. Strong familiarity and experience installing, administrating, troubleshooting, and maintaining VOIP/SIP solutions and applications.
11. Linux red hat distributions.
12. Technical experience in UC platforms Telecommunications industry.

Bonus Points for:

1. Networking certifications such as CCNA, MCP, VCTA, VCP.
2. BSc in Computer Science and/or Computer Engineering.

Extra Bonus Points for:

1. Avaya Certifications such as ACIS and/or ACSS.

Innovatia Technical Services Inc. Cares

ITSI encourages a healthy lifestyle and promotes mental and physical wellness. As such, we proudly offer our employees the following benefit package:

1. Employer paid premiums - 100% Company paid Benefits plan.
2. Immediate eligibility for benefit coverage.
3. Employee Assistance Program (EAP) with 24/7 access.
4. In Canada, Innovatia is pleased to offer up to 4% match of employee contribution towards an RRSP.

Innovatia is pleased to offer the option to work remotely from their home office.

We thank all candidates for their interest; however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.