Technical Support Specialist - Legacy Products

Technical Support Specialist – Legacy Products (2020)

COMPANY:Innovatia
LOCATION:Saint John, NB
JOB REFERENCE:1056
Technical Support Specialist - Legacy Products
Urgent Hiring Now 2020
All Nationality Can Apply

Still Growing and Hiring! – Technical Support Specialist

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 knowledge solutions including technical documentation, training, technical support and information auditing.

We are looking for Technical Support Specialists to join a team of highly skilled technical support professionals in the provision of advanced remote post-sales support of software and/or hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities.

Location: Saint John, Fredericton, NB; Halifax, NS; Work from home

Technical Support Specialist – Legacy Products

Responsibilities:

  • Remotely trouble shoot customer networks
  • Provide top quality technical support, troubleshooting of IT networks and communications systems, including associated applications
  • Support for medium to highly complex end user installations, configurations, upgrades and migrations through advanced problem solving and troubleshooting
  • Work remotely with end-users and technicians, diagnose and recommend solutions leading to resolution of issues
  • Collect system, packet trace and event log information and analyze symptoms, logs, and data required to resolve issues of medium to high complexity
  • Document in detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management (CRM) systems
  • Capable of installing, configuring and maintaining lab equipment
  • Reproduction of customer environments on lab equipment
  • Manage customer communications and expectations until the closure of each case

Personal Attributes:

  • Logical and analytical approach to problem solving
  • GREAT communications skills
  • Strong technical aptitude
  • Organized, dependable, self-motivated, takes ownership and initiative
  • Independently determines and develops approaches to solutions
  • Proactive in monitoring and resolving low complexity downstream effects as a result of the fix
  • Tolerance to ambiguity, changing priorities, and tight timelines
  • Technical aptitude with the ability to become industry certified via ‘hands on’ lab time and reading technical manuals
  • Proficient in written and verbal English / strong written and verbal technical communication skills

Education and Experience:

  • Previous Avaya (Nortel) product experience required (e.g. CS1K, BCM, Call Pilot, etc.)
  • Post-secondary education in a technical field
  • 7-10 years of experience in the IT/Telecom industry—preferably in a post-sales support environment
  • A working knowledge of VoIP, related protocols, and standards preferred
  • Must have previous experience interfacing with end client
  • A complete understanding of the technologies and protocols that are required to deploy and manage a distributed architecture e.g., numerous devices connected across an IP network
  • Experience in any of the following areas is considered an asset:
    • Technical Support experience
    • Previous experience using CRM databases
    • Support of core PBX Technology and related VOIP networks
    • TCP/IP (IP Networking)
    • Linux Operating Systems; Windows 2003/2008 server, and telephony technologies (ISDN, SIP, H.323, etc.)
    • Capable of troubleshooting converged networks, IP/VOIP issues across LAN/WAN, VPN, VLAN Routers, Firewalls, Switches, IP PBX deployment, TCP/IP (IPv4), DNS
    • Telephony protocols and interfaces, T1, E1, PRI, QSIG, and analog trunking, and IP PBX telephony technologies
    • Working knowledge of Linux or Unix
Technical Support Specialist - Legacy Products
Urgent Hiring Now 2020

Benefits at Innovatia

  • Competitive Salary
  • Generous vacation
  • Employer paid Health and Dental Premiums
  • Bonus Plan
  • Group RRSP
  • Employee Training and Professional Development

TO APPLY:

Upload your resume to https://www.innovatia.net/careers/

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