Innovatia Inc. Looking for Avaya UC – CM & SM/SMGR Technical Support Specialist at Bengaluru, Karnataka Full Time

Technical Support Specialist Avaya Unified Communications – CM & SM/SMGR

Looking for 8+ years of Avaya experience in providing managed service support for Avaya telecom products in Unified communication.

• Primary Skill: CM or SM/SMGR would be an advantage
• Preferable if able to join in 30 days

Responsibilities:

• 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 Global Voice Operations team.
• Provide top quality technical support, troubleshooting of Information Technology networks, PBX Systems and ancillary equipment such as voicemail.
• 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.

Personal Attributes:

• Well organized with the ability to leverage best practices and innovate through any problem with a can-do attitude.
• Excellent verbal and written communication, interpersonal and customer service skills.
• Self-starter, able to work independently and as part of a team in a fast-paced environment.
• Excellent verbal and written communication skills
• Ability to manage Customers and Partners
• Time management and prioritization skills
• Ability to develop strong working relationships
• Pride in providing resolutions to customers
• Ability to manage multiple activities and changing priorities
• Ability to work under pressure and to meet tight deadlines
• Ability to work in a reporting environment
• Attention to detail
• Keep the customer informed by continued communications while working on a resolution
• Excellent team player

Key Skills

• Experience in Troubleshooting & Configuration Avaya Large Medium & Small enterprise communication systems
• Simplex, Standalone & Duplex or Redundant servers.
• Enterprise Survivable Servers (ESS) or Survivable Core Systems.
• Local Survivable Processor (LSP) or Survivable Remote Systems.
• Avaya SIP Technology (Session Manager, System Manager, Session Border Controller)
• Experience on standard VIOP protocols like: SIP, H.323 and H.248 Testing & troubleshooting.
• Trouble shooting & Configuration of Avaya Media Servers, Media Gateways & Avaya Port Network concepts an advantage
• G450, G430 & Media Servers an asset
• G650 cabinets, IPSI, CLAN, Medpro, VAL IP Boards an asset
• 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)
• 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
• Technical experience in UC platforms Telecommunications industry
• Avaya Aura Communication Manager 5.x to 6.x, 7.x.8.x
• Networking certifications such as CCNA, MCP, VCTA, VCP is an asset
• Avaya Certifications such as ACIS and/or ACSS is an asset

Education and Experience:

• Avaya experience 8+ years
• Primary skill Avaya CM or SM/SMGR would be an advantage
• Preferable if candidate can join in 30 days an advantage
• Minimum 2-year certification program in IT and/or telecommunications or a Bachelor of Engineering or equivalent work experience
• Hands-on work experience supporting IT/Telecommunication products.

Innovatia Cares

Innovatia encourages a healthy lifestyle and promotes mental and physical wellness. As such, we 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

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

Innovatia is an equal opportunity employer.