Technical Support Specialist, Avaya Tier 2

Job Description:

  • Troubleshoot and resolve customer-reported issues in Avaya Aura Communication Manager, Session Manager, System Manager, and related platforms within defined SLA timelines
  • Collect and analyse packet trace data, reproduce customer environments, and perform root-cause analysis for call quality and VoIP issues
  • Deliver technical knowledge transfers to end users and field service technicians
  • Document 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

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, including 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

Benefits:

  • Fully remote position
  • Flexible schedule availability
  • On-call and weekend coverage rotation participation
  • Meaningful collaboration with customers and technical team
  • Equal opportunity employer
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