Technical Support Specialist, Avaya

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Descrizione

This is a fully remote position open to candidates based in Canada. Overview This role sits within Anovia's Global Voice Operations team, supporting enterprise clients with complex Avaya communication environments. Day to day, the Specialist provides Tier 2 technical support across Avaya Communication Manager, Session Manager, System Manager, and related platforms, working ticket queues within defined SLAs, capturing detailed troubleshooting documentation, and collaborating with end users and field technicians to resolve call quality, configuration, and infrastructure issues in VoIP environments. The ideal candidate brings 3 to 5 years of hands-on Avaya experience and a strong foundation in VoIP, SIP, and networking protocols. They communicate technical concepts clearly, work methodically under pressure, and thrive in a remote, distributed team. Schedule flexibility is a genuine requirement, as some weekend and on-call availability is part of the role. Responsibilities Troubleshoot and resolve customer-reported issues in Avaya Aura Communication Manager, Session Manager, System Manager, and related platforms, working within defined SLA timelines. Collect and analyse packet trace data, reproduce customer environments, and perform in-depth root-cause analysis for call quality and VoIP issues. Deliver technical knowledge transfers to end users and field service technicians. Document all site information, troubleshooting steps, and time reporting accurately in the CRM system. Con

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