Role Description As a Technical Support Engineer, you will support the following areas: - Provide customers with remote guidance and expertise to resolve technical problems. - Act as second tier end user contact and resolution. - Resolve customer reported issues using Pansophic provided access, tools, and technology. - Accurately document user information, triage steps and resolutions or escalation notes. - Manage personal ticket queue to ensure compliance with policies, procedures, and SLA (Service Level Agreement) requirements of all assigned Incidents and Service Requests. - Follow knowledge base articles as a standard for resolving end user reported issues. - Work to identify missing or erroneous documentation for processes or knowledge. - Work with internal and external teams to ensure solutions provided are accurate. - Assist customers with account setup and application installations. - Provide escalations as necessary. - Create and maintain required documentation. - Ability to multitask on several initiatives simultaneously to meet business needs. - Ensure concise and clear written and verbal communication. - Adhere to established standards. - Deliver outstanding human-centric customer service through all support and operational efforts. - Perform other duties as assigned. Qualifications - Must have strong knowledge of service desk operations, standard processes, and technologies. - Experience with Microsoft Active Directory or Google Workspace basic administration. - In-depth knowledge of Windows Desktop OS and Chrome OS. - Must be a team player and be flexible for occasional shift changes or modifications. - Ability to quickly assess and troubleshoot customer issues. - Ability to work remotely in a fast-paced, high-stress environment. - Bachelor's degree or equivalent experience. - Highly organized, able to multi-task, with a high attention to detail and ability to prioritize. - Patient and active listener. - Ability to pass federal and state criminal background checks (FBI/BCI). - Confident, high-energy, self-motivated and a true team player. - Accountability and personal organization are essential. - Experience in customer-facing roles is required. - Effective communication skills using phone, video calls, chat, and ticket updates. - Strong customer focus with an empathetic approach. - Good interpersonal skills handling customer escalations. Benefits - The starting hourly rate for this position is between $20.00 – $27.00 per hour. - Medical insurance. - Dental insurance. - Vision insurance. - 401(k) retirement plan. - Life insurance. - Long-term disability insurance. - Short-term disability insurance. - 10 paid holidays annually. - Paid Time Off to cover sick, vacation, and personal absences. - 4 unique health insurance plans to choose from that cover a wide range of deductibles and co-insurance levels.

• Troubleshoot daily technical issues and involve relevant teams in resolution • Assist customers with ongoing requests and technical questions • Escalate complex problems to the appropriate department • Handle customer complaints, provide appropriate solutions and alternatives • Guide customers through the use of our digital platform and features • Capture client feedback, insights, and development requests • Contribute to creating and maintaining a comprehensive knowledge base and FAQ resources • Achieve targets for issue resolution, response times, customer satisfaction, and customer effort

Role Description This is a fully remote position open to candidates based in Canada. 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. Qualifications - 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 - Availability to start within 30 days Company Description 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.

• Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues, ensure the tickets are being worked appropriately, and escalate internally to ensure contractual SLAs and expectations are being met. • Proactively build strong relationships with key contacts of the customer operations organization throughout the entire partnership. • Support critical incident management efforts by providing case troubleshooting insights and/or Customer information as needed • Balance the voice of the customer with the voice of the business to ensure alignment of expectations are established, tracked, and met in alignment of all parties. • Identify any trends, themes, and issues during post-launch stabilization until customers are stable per established metrics. • Partner with key stakeholders to prioritize process enhancements and product fixes to improve customer experience to address critical business needs. • Develop comprehensive understanding of customer configurations, systems, and integration needs for key accounts. • Drive resolution for escalations, partnering with technical teams to bring issues to resolution while managing lines of communication internally and externally. • Help drive servicing excellence by providing input to knowledge articles and training materials that increase efficiency and effectiveness of Customer Support. • Obtain and maintain technical issue troubleshooting proficiency