Key Responsibilities

• In depth communication skills to be able 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.
• Provide top quality technical support, troubleshooting of information technology networks, PBX Systems and ancillary equipment such as voicemail.
• Must be able to work remotely to resolve customer issues by utilizing your skills, knowledge and experience with call quality issues in VoIP environments.
• Collect and analyze packet trace information. Create reproduction of customer environments.
• Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.
• Flexible work schedule is a requirement, must be able to work weekends when necessary. Some on call work may be required.

Personal Attributes

• Well organized with the ability to leverage best practices and innovate through any problem with a can-do attitude.
• Excellent verbal and written communication, interpersonal and customer service skills.
• Self-starter, able to work independently and as part of a team in a fast-paced environment.
• Excellent team player with ability to manage Customers and Partners
• Time management and prioritization skills
• Ability to work in a reporting environment
• Keep the customer informed by continued communications while working on a resolution

Skills and Qualifications

• Preferably 2+ years of experience supporting Mitel Products
• A minimum of 2 years’ experience supporting telecommunications as well as related experience in Data Networking as it applies to telecommunications
• Primary Skill: Mitel MiVoice Connect MIVC (UC) or MiVoice Business MIVB
• Experience in networking with a strong foundation in LAN/WAN routing, switching, and TCP/IP, VoIP.
• Experience in VOIP and SIP (Session Initiated Protocol) , Frame Relay, PPP, and MPLS networks.
• Understanding of Server Hardware
• Knowledge Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, Moves, Adds and changes.
• Advanced Troubleshooting skills
• Knowledge of Wireshark, network sniffs, etc.
• Strong familiarity and experience installing, administrating, troubleshooting and maintaining VOIP/SIP solutions and applications.
• Linux red hat distributions
• Technical experience in UC platforms Telecommunications industry
• Networking certifications such as CCNA, MCP, VCTA, VCP is an asset
• Minimum 2 year certification program in IT and/or telecommunications or a Bachelor of Engineering or equivalent work experience
• Hands-on work experience supporting IT/Telecommunication products.

Benefits at Innovatia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered.
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities.
• Remote work opportunities
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Innovatia is an equal opportunity employer.