Technical Support Specialist - ER

Job Description

Description

Innovatia Inc. 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 technical support, knowledge solutions including technical documentation, training, and information auditing. Innovatia Technical Services Inc. (ITSI) a wholly owned subsidiary of Innovatia Inc.

is looking for Emergency Response (ER) Technical Support Specialist to provide excellent customer service.

You will join an existing team of skilled technical support professionals to provide excellent service delivery for Avayas Emergency Recovery Team. ER Technical Support resources are required to have a level of technical knowledge to enable provision of support to end user issues, installations, configurations, upgrades, and migrations through problem solving and troubleshooting. Support may include supporting 3rd party products. ER Technical Support resources support and solve end customer issues such as hardware or environment issues, software issues, user issues, provide detailed product information, etc.

The ER team provides support for customers experiencing a real-time service or product outage in a production system that could require drastic measures to restore (such as a system restart), i.e. severely downgrades service capacity, or results in a loss of service for a significant number of end-users.

Responsibilities:

Provide top quality technical support, troubleshooting of IT networks and communications systems, including associated applications in a fast-paced environment Resolve problems and fulfill service requests by following documented standard operating procedures (SOPs), using knowledge articles, analyzing logs, etc. 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 (CRM) systems Stay current on assigned Client product releases

Education and

Experience:

Post-Secondary education in a technical field Minimum 2 years of Technical Support experience which would include knowledge of the Unified Communication (UC) product portfolio 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 Hands on experience in Avaya System Manager (SMGR), Session Manager (SM) and Communication Manager products preferred A professional communicator with excellent telephone skills;

must be fluent in written and spoken English Organized, independent, dependable, self-motivated, takes ownership and initiative Strong work ethic and time management skills Customer focus and relationship building experience Multi-tasking skills: ability to effectively manage and prioritize ever-changing workload Hours of Operation:
Provide remote support via phone/email/web Sunday Wednesday, 8:00 a.m. to 6:00 p.m. ET (note, this is subject to change). The shift is a 40-hour work week (4 days/week consisting of 10 hours/day). Innovatia Cares:
Innovatia encourages a healthy lifestyle and promotes mental and physical wellness and proudly offer our employees the following benefit package:
Health & Dental benefits 100% employer paid premiums Immediate eligibility for benefit coverage No annual deductible fee Employee Assistance Program (EAP) with 24/7 access Paid sick time RRSP Company matches up to 4% of employee contribution Innovatia is also pleased to offer a remote work from home option. We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.
 
 
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