Innovatia Inc. Looking for Avaya Tier 2 Technical Support Engineer at Bengaluru, Karnataka Full Time

The Innovatia group of companies deliver innovative solutions on a global scale. Our four businesses provide dynamic content solutions, high-quality technical support services, powerful procedure management, and process flow software tools. Innovatia delivers business solutions to some of the world’s leading Fortune 500 companies who recognize our commitment to value, quality and innovation. Seeking to hire technical support engineers who will be a key contributor for the project that provides Tier 2 Technical Support to the leading telecommunication customer of Innovatia.

Mandatory Requirement:

• Skilled in Avaya – Unified Communication (UC) or Contact Centre (CC) products
• Preferable if you can join us within 30 days

Key Responsibilities:

• Provide top quality technical support, troubleshooting of Information Technology networks, PBX Systems and ancillary equipment such as voicemail
• In depth communication skills to be able to provide technical knowledge transfers to our end user community as well as service technicians
• The position is part of our partners Global Voice Operations team
• Must be able to work remotely to resolve customer issues by utilizing your skills, knowledge and experience with call quality issues in VoIP environments
• Collect and analyse packet trace information. Create reproduction of customer environments
• Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems
• Working on & finding resolution for customer issues reported via ticket queue within provided SLA
• Flexible work schedule is a requirement, must be able to work weekends when necessary. Some on call work may be required

Skills and Qualifications:

• Experience in Troubleshooting & Configuration Avaya Large Medium & Small enterprise communication systems
• Experience on standard VIOP protocols like: SIP, H.323 and H.248 Testing & troubleshooting.
• Experience in networking with a strong foundation in LAN/WAN routing, switching, and TCP/IP, VoIP
• Experience in VOIP and SIP protocols; Frame Relay, PPP, and MPLS networks
• Understanding of Server Hardware
• Knowledge or familiarity with physical layer testing standards for DS0’s & DS1’s
• Knowledge Vectoring, VDN, Skills, Variables, System configuration, ARS Table, Routing Plan, Service hours tables, Moves, Adds and changes
• In-depth understanding of Session Initiated Protocol (SIP)
• Trouble shooting & Configuration of Avaya Media Servers, Media Gateways & Avaya Port Network concepts an advantage
• Advanced Troubleshooting skills
• Knowledge of Wireshark, network sniffs, etc.
• Strong familiarity and experience installing, administrating, troubleshooting and maintaining VOIP/SIP solutions and applications
• Linux red hat distributions
• Networking certifications such as CCNA, MCP, VCTA, VCP is an asset
• Hands-on work experience supporting IT/Telecommunication products

Benefits at Innovatia:

• Employee wellness program with focus on mental health of employee
• Robust reward and recognition programs
• Ample growth and learning opportunities
• Comprehensive Health Insurance policy
• Company Profit Share Program

We thank all candidates for your interest, however, only those selected for an interview will be contacted.

At Innovatia we are building and leveraging a best-in-class global workforce that embraces diversity, equity, and inclusion.

Innovatia is an equal opportunity employer.