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 in ensuring a seamless operation of our Voice environment, with full end-to-end accountability. You will also be responsible in VOIP troubleshooting, SQL, application support, client/customer support, incident management, problem management, and change management. Additionally, a 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 Webex DI.
• Excellent verbal and written communication skills to connect with customers at varying levels of the organization.
• Must be a team player capable to upscale and take initiative to deliver the task independently.
• Must be open to learn and work on new technologies.