Avaya Technical Support Specialist - Troubleshooting

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.

Innovatia Technical Services Inc.(ITSI), a wholly owned subsidiary of Innovatia Inc. , is looking for Technical Support Specialists to provide excellent customer service to our customer, one of North Americas leading information technology companies.

You will join an existing team of highly skilled technical support professionals where training and certifications are :

• 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 :
• Preferably 5+ years of experience supporting Avaya Products.
• A minimum of 5 years experience supporting telecommunications as well as related experience in Data Networking as it applies to telecommunications.
• Primary Skill: Communication Manager (CM), Session Manager, System manager (SM, SMGR) would be an advantage.
• 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 or familiarity with physical layer testing standards for DS0s & DS1s.
• Knowledge Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan,
  
  

• 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.
• Avaya Certifications such as ACIS and/or ACSS 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.
• Triages, diagnoses, and remediate customer problems using existing troubleshooting documents as well as own knowledge of networking equipment and operations