Technical Support Specialist (Avaya IPO)

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 worldsmost successful Fortune 500 and Fortune 1000 companies, 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, H323, 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 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,