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ITSI Technical Support Specialist - Avaya Experience Portal - Jobs in Saint John, NB

Innovatia Inc.
Job LocationSaint John, NB
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

About InnovatiaInnovatia 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 worlds 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.The PositionInnovatia Technical Services Inc. (ITSI) a wholly owned subsidiary of Innovatia Inc. are looking for a Technical Support Specialists that can provide top notch remote technical service to ITSIs client customer base. Customer satisfaction is our purpose, and this is a high touch environment in which continual customer interaction is the norm. You will join an existing team of highly skilled technical support professionals where training and certifications are provided.Location: Remote CanadaResponsibilities:

  • Provide top quality technical support, troubleshooting of issues arising on Avaya Contact Center Portfolio.
  • Work remotely with end-users and technicians to diagnose and recommend solutions leading to resolution of various complex issues.
  • Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements.
  • Provide follow up to ensure a proper problem and resolution management is being done to prevent recurring incidents
  • Create reproductions of customer environments on lab equipment.
  • Document and detail all site information, troubleshooting steps and time reporting in Customer Relationship Management Systems.
  • Collaboration and managing interactions with 3rd party vendors like Nuance.
Qualification:
  • Previous experience troubleshooting Avaya Experience Portal and POM
  • Strong technical knowledge in the following areas: IP Networking; VoIP; TCP/IP; Linux Operating Systems; and telephony technologies; Windows 2008 R2, 2012 R2 and 2016 server, Windows Desktop, and telephony technologies (ISDN, SIP, H.323, etc.)
  • Excellent understanding of IVRs and Voice recording workflows
  • Networking and CRM tools including SAL, Wireshark, and other related tools to proactively recognize issues and trends as well as ticketing systems including Siebel and ServiceNow.
  • Remote support experience.
  • Experience working with Linux
  • Degree in Engineering, preferably in the fields of IT and telecommunications.
  • Minimum 4 years of experience in the information technology field.
  • Technical Support experience with Avaya Experience Portal and POM
  • Certification would be considered an asset
Innovatia BenefitsInnovatia encourages a healthy lifestyle and promotes mental and physical wellness. As such, we proudly offer our employees the following benefit package:
  • Medical and dental insurance coverage
  • Immediate eligibility for benefit coverage
  • Employer sponsored investment program
  • Employee Assistance Program (EAP) with 24/7 access
  • Option to work remotely from home office
RRSP
  • Company matches up to 4% of employee contribution
Please upload your resume to www.innovatia.net/careersWe thank all candidates for their interest, however, only those selected for an interview will be contacted.Innovatia is an equal opportunity employer.Quick Apply
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