Telecommunications

APPLE INC has the following available in Austin, Texas. Using the trouble-ticket system to lead, track, and resolve Webex/Unified Communications (UC) related trouble tickets. Maintaining proficiency in Webex, Webex Calling, vCube and collaborative technologies as well as professional office skills both of a technical and non-technical nature. Tracing call issues through Cisco infrastructure and tackling issues with call quality, call failure and work issue in real time to mitigation of solution, ultimately ending with Root Cause Analysis of issue. Following SLA guidelines on response promptness to all tasks. Monitoring and responding to video conference alerting to address issues in remote offices and indicate occurrence of wider issues. Providing guidance to the junior onsite teams and offshore teams and ultimately taking responsibility for quality and consistency of Webex conferencing technologies. Serving as an escalation point to Tier 1 and Tier 2 Support for any Webex/UC related Issue. Collaborating with and supporting C-level executives with all issues around call quality and when vital providing high touch support. Acting as de-facto deployment engineer, operating as domain specialist for all infrastructure and Webex related video conferencing requests and issues. Solving problems and diagnosing VC quality issues within the LAN & WAN environments. Provisioning or migrating new or existing VC endpoints, and maintaining endpoints through CUCM, ensuring maximum uptime through monitoring of alerting dashboard. Supervising contractors and vendors working on Webex, UC/Video systems, supervising and signing off on break-fix repair, upgrade, or new build installation.

40 hours/week.

Bachelor’s degree or foreign equivalent in Communication Technology & Policy, Telecommunications, or a related field and five (5) years of progressive post-baccalaureate experience in the job offered or a related occupation.

5 years of experience with each of the following skills is required:

Using Cisco Voice Infrastructure such as Unified Communications Manager, SME, Unity, Unity Connection, Presence, Gateways, Webex, collaboration technologies

Using messaging protocol such as SIP, H.323

Using Network protocols and devices

Using QoS principles, and voice-related security to ensure high-quality and reliable voice communications

Leading and collaborating with vendors, contractors, and service providers to manage, troubleshoot, upgrade, and provide technical support

Using Cloud technologies

Creating and maintaining technical documentation for system configurations such as High-Level Design (HLD), Low Level Design (LLD), As built Guides, method of procedures, and resolutions to issues

Using monitoring tool that proactively monitors and alerts the system performance to ensure services and servers uptime

Performing regular maintenance and implementing system upgrades

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