This is a fully remote position, open to applicants in Canada.

📋 Description

• Troubleshoot and resolve issues reported by customers regarding Avaya Aura Communication Manager, Session Manager, System Manager, and related platforms within established SLA timelines.

• Gather and analyze packet trace data, replicate customer environments, and conduct thorough root-cause analysis for call quality and VoIP issues.

• Provide technical knowledge transfers to end users and field service technicians.

• Accurately document site information, troubleshooting processes, and time reporting in the CRM system.

• Configure and support Avaya Media Servers, Media Gateways, and associated components, including G450, G430, and G650 systems.

• Participate in an on-call rotation and provide coverage during scheduled maintenance windows and rotational weekend shifts.

• Work collaboratively with end users and field technicians to address call quality, configuration, and infrastructure issues in VoIP environments.

⛳️ Requirements

• 3 to 5 years of hands-on experience in supporting Avaya enterprise communication systems.

• Proficient understanding of Avaya SIP technology, including Session Manager, System Manager, and Session Border Controller.

• Strong knowledge of VoIP and SIP protocols.

• Experience with H.323, H.248, Frame Relay, PPP, and MPLS networks.

• Solid foundation in networking concepts, including LAN/WAN routing, switching, TCP/IP, and physical layer testing for DS0s and DS1s.

• Expertise in using Wireshark and other packet analysis tools.

• Experience in configuring Vectors, VDNs, Skills, Variables, ARS Tables, Routing Plans, and Service Hours tables in Avaya CM.

• Familiarity with Linux, particularly Red Hat distributions, and server hardware.

• A minimum of a 2-year post-secondary certification in IT or telecommunications, a Bachelor of Engineering, or equivalent practical experience.

• Must have a flexible schedule, including availability for rotational weekends and on-call duties.

🏝️ Benefits

• Fully remote position.

• Flexibility in scheduling.

• Opportunities for on-call and rotational weekend coverage.