Technical Support Specialist, Avaya Tier 2
A
AnoviaTelecommunications
This is a fully remote position open to candidates based in Canada., on-call and rotational weekend shiftsFull-TimeMiddle
Salary$45,000 – $50,000 / year
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Job Details
- Experience
- 3 to 5 years
- Required Skills
- LinuxNetworking
Requirements
- 3 to 5 years of hands-on experience supporting Avaya enterprise communication systems, including simplex, standalone, duplex, and redundant server configurations.
- Working knowledge of Avaya SIP technology, including Session Manager, System Manager, and Session Border Controller.
- Solid understanding of VoIP and SIP protocols; experience with H.323, H.248, Frame Relay, PPP, and MPLS networks.
- Strong networking fundamentals, including LAN/WAN routing, switching, TCP/IP, and physical layer testing for DS0s and DS1s.
- Proficiency with Wireshark and packet analysis tools.
- Experience configuring Vectors, VDNs, Skills, Variables, ARS Tables, Routing Plans, and Service Hours tables in Avaya CM.
- Familiarity with Linux (Red Hat distributions) and server hardware.
- Minimum 2-year post-secondary certification in IT or telecommunications, a Bachelor of Engineering, or equivalent hands-on experience.
- Flexible schedule availability, including rotational weekends and on-call coverage.
Responsibilities
- Troubleshoot and resolve customer-reported issues in Avaya Aura Communication Manager, Session Manager, System Manager, and related platforms, working within defined SLA timelines.
- Collect and analyse packet trace data, reproduce customer environments, and perform in-depth root-cause analysis for call quality and VoIP issues.
- Deliver technical knowledge transfers to end users and field service technicians.
- Document all site information, troubleshooting steps, and time reporting accurately in the CRM system.
- Configure and support Avaya Media Servers, Media Gateways, and ancillary components including G450, G430, and G650 systems.
- Participate in on-call rotation and provide coverage during scheduled maintenance windows and rotational weekend shifts as required.
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