Technical Support Specialist, Avaya Tier 2

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. 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 Candidates with experience in any of the following areas will be given preference: 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 Availability to start within 30 days About Anovia With over 20 years of expertise in telecommunications outsourcing, Anovia is a trusted support partner to some of the world's most successful Fortune 500 and Fortune 1000 companies. We specialize in workflow and knowledge processes, technical support, helpdesk, and multilingual support services, with over 200 professionals across the globe. At Anovia, you'll collaborate with a skilled, close-knit technical team, engage meaningfully with customers, and play a key role in ensuring system reliability, modernization, and continuous improvement. This is an opportunity to do technically challenging work that genuinely matters. To explore additional career opportunities, visit www.anovia.com/careers . Anovia is an equal opportunity employer.