Innovatia Inc. 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 solutions, training, technical support, information auditing, and consultation.

We are looking for Technical Support Specialists to provide excellent customer service to our customer, one of North America’s leading information technology companies. You will join an existing team of highly skilled technical support professionals where training and certifications are provided.

Responsibilities:

• Provide top quality technical support, troubleshooting of Information Technology networks and PBX Systems and ancillary equipment such as voicemail.
• Work remotely with end-users and technicians, diagnose and recommend solutions leading to resolution of various issues arising on Avaya Session Manager, System Manage and Avaya Session Border controllers for Enterprise.
• Troubleshooting issues related to SSL/TLS certificates.
• Hands on experience with analyzing TraceSM, TraceSBC.
• Excellent understanding of Session Initiation Protocol and H.323.
• Hands on experience with troubleshooting Call quality and routing issues using Wireshark and TCP dumps.
• Create reproduction of customer environments on lab equipment.
• Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.
• Install, configure, and maintain lab equipment.
• Degree in Engineering, preferably in the fields of IT and telecommunications
• Strong technical knowledge in the following areas: IP Networking; VoIP; TCP/IP; Linux Operating Systems; and telephony technologies
• Networking and CRM tools – Seibel and Service Now
• Remote support experience

Personal Attributes:

• Logical and analytical approach to problem solving.
• GREAT communications skills. Customer satisfaction is our purpose; this is a HIGH TOUCH environment in which continual customer interaction over a phone call is the norm.
• Strong technical aptitude.
• Solid work ethic.
• Organized, independent, dependable, self-motivated, takes ownership and initiative.

Education and Experience:

• Degree in Engineering is mandatory, preferably in the fields of IT and telecommunications
• Minimum 4 years of experience in the information technology field.
• Technical Support experience is mandatory, preferably on Avaya technology.

Desired Technical Skills:

• 4 -6 years of experience in the troubleshooting (Break fix) on Avaya SM/SMGR
• Hands on Experience with troubleshooting Avaya Unified communications platforms.
• TCP/IP (IP Networking)
• Support of core PBX Technology and related VOIP networks.
• Linux Operating Systems; Windows 2003/2008 server, and telephony technologies (ISDN, SIP, H.323, etc).
• Capable of troubleshooting converged networks, IP/VOIP issues across IP PBX, Unified communications and contact center systems.