Technical Support Specialist, Avaya

Anovia

. Troubleshoot and resolve customer-reported issues in Avaya Aura Communication Manager, Session Manager, System Manager, and related platforms within defined SLA timelines .

Posted 9/23/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$48,000 - CA$52,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and resolving issues within Avaya enterprise communication systems, with a strong focus on VoIP and SIP protocols. Proficient in packet analysis and configuration of Avaya components, ensuring effective communication and collaboration with end users and technicians.

Highest-signal resume keywords

Avaya Communication Manager SupportVoIP Protocols ExpertisePacket Analysis with WiresharkConfiguration of Avaya SystemsNetworking Fundamentals

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Avaya Aura Communication ManagerSession ManagerSystem ManagerVoIPSIPH.323H.248LAN/WAN RoutingTCP/IPPacket Analysis

Soft Skills

Technical Knowledge TransferCollaborationProblem Solving

Tools & Technologies

WiresharkAvaya Media ServersMedia GatewaysCRM SystemLinux

Certifications & Qualifications

Post-Secondary Certification in IT or TelecommunicationsBachelor of Engineering

Industry Keywords

SIP TechnologySession Border ControllerFrame RelayPPPMPLS NetworksDS0sDS1s

Tech Stack

Tools & technologies

LinuxSwitchingTCP/IPVoIP

About the role

Key responsibilities & impact

Troubleshoot and resolve customer-reported issues in Avaya Aura Communication Manager, Session Manager, System Manager, and related platforms 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 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
Collaborate with end users and field technicians to resolve call quality, configuration, and infrastructure issues in VoIP environments

Requirements

What you’ll need

3 to 5 years of hands-on experience supporting Avaya enterprise communication systems
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, including 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

Benefits

Comp & perks

Fully remote position
Schedule flexibility
On-call and rotational weekend coverage opportunities/availability