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.
- Configure and support Avaya Media Servers, Media Gateways, and ancillary components including G450, G430, and G650 systems.
- Participate in on-call rotation and provide coverage during scheduled maintenance windows and rotational weekend shifts as required.
Requirements
- 3 to 5 years of hands-on experience supporting Avaya enterprise communication systems, including simplex, standalone, duplex, and redundant server configurations.
- Working knowledge of Avaya SIP technology, including Session Manager, System Manager, and Session Border Controller.
- Solid understanding of VoIP and SIP protocols; experience with H.323, H.248, Frame Relay, PPP, and MPLS networks.
- Strong networking fundamentals, including LAN/WAN routing, switching, TCP/IP, and physical layer testing for DS0s and DS1s.
- Proficiency with Wireshark and packet analysis tools.
- Experience configuring Vectors, VDNs, Skills, Variables, ARS Tables, Routing Plans, and Service Hours tables in Avaya CM.
- Familiarity with Linux (Red Hat distributions) and server hardware.
- Minimum 2-year post-secondary certification in IT or telecommunications, a Bachelor of Engineering, or equivalent hands-on experience.
- Flexible schedule availability, including rotational weekends and on-call coverage.
Nice to Have
- Avaya certifications (ACIS and/or ACSS)
- Networking certifications (CCNA, MCP, VCTA, or VCP)
- Enterprise Survivable Servers (ESS), Survivable Core Systems, Local Survivable Processors (LSP), or Survivable Remote Systems
- Avaya Media Gateways and Port Network components, including IPSI, CLAN, Medpro, VAL, and IP boards
- Unified Communications platforms beyond Avaya
Work Arrangement
Remote (Worldwide) — Canada
Additional Information
- Fully remote position
- Schedule flexibility is a genuine requirement
- Some weekend and on-call availability is part of the role
- Rotational weekends and on-call coverage
