ITSI Technical Support Specialist - Oceana - Jobs in Saint John, NB

Job Description

Technical Support Specialist – OceanaAbout InnovatiaInnovatia Technical Services Inc. (ITSI) 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, training, technical support, and information auditing.The PositionWe are looking for Technical Support Specialists to provide excellent 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. Successful candidates will join an existing team of highly skilled technical support professionals with continued opportunity for personal growth and advancement.Responsibilities

• Provide top quality technical support, troubleshooting of IT networks and communications systems, including associated applications
• Collect system and event log information
• Work remotely with customers to diagnose and recommend solutions leading to resolution of various issues arising on Avaya Oceana
• Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management (CRM) systems, i.e. Siebel and ServiceNow
• Provide consistent and prompt input to internal and external Client requests for information
• Install, configure, and maintain lab equipment
• Understand Key Performance indicators (KPIs), company processes and policies
• Stay current on assigned Client product releases
• Be available for rotational weekend on-call coverage

Qualifications

• Post-Secondary education in a technical field
• Minimum of 1 year experience in telecommunications or Information Technology (IT) oriented field
• Knowledge, understanding and practical application of technologies, protocols and related standards including IP Networking, VoIP, TCP/IP, Windows 2008/2012/2016 server, Ethernet, TCP/ICP and Layer 3 Switching
• Troubleshooting and problem-solving skills: Experience analyzing symptoms, logs, and data to resolve issues of medium to high complexity.
• Multi-tasking skills: Ability to effectively manage and prioritize ever-changing workload.
• Experience with the following Avaya products belie: Control Manager (ACM), Application Enablement Services (AES), Communications Manager (CM), Session Manager (SM) and System Manager (SMGR)
• Linux Operating Skills
• SSL Certificate Management and Troubleshooting
• Network Configurations
• Network Tracing and Wireshark
• Logs Parsing
• Installation
• Strong SIP knowledge and REST protocols
• Strong understanding of Kubernetes, Docker, and Bosh
• Knowledge of VMWare 6.x and above
• vCenter troubleshooting skills
• OVA deployments and configurations
• Ability to create a Virtual Machines
• Performance monitoring.
• Knowledge of LDAP, SAML authentication
• WebRTC knowledge and troubleshooting
• Database skills in PSQL SQL and PostgreSQL preferred.
• Web servers such as Apache and Nginx is a plus
• Debugging applications written in Java is a plus

Innovatia BenefitsInnovatia benefits are specific to the country of your work location and will be discussed by the recruiter during the interview process.

• 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

We 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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