Technical Support Specialist, Avaya Tier 2

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Anovia

WebsiteLinkedInAll Job Openings

2 - 10 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Anovia is a company that designs, orchestrates, and deploys autonomous AI agents—both conversational and voice agents—to deliver enterprise automation services. Their platform focuses on orchestration and enterprise integration, connecting agents with CRM, ERP, ECM systems and APIs to automate workflows like scheduling, collections, and knowledge retrieval. Anovia offers pilots and production deployments (promising a working AI voice agent in 30 days) and emphasizes automation solutions that streamline decisions, workflows, and customer interactions for business users.

📋 Description

• 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.