| Title: | Technical Support Specialist (Avaya IPO) |
|---|---|
| ID: | 2434 |
| Location: | Remote Canada |
| Department: | Technical Support |
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.
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.
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