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About the Role
Apple is a place where extraordinary people gather to do their lives best work. Together we create products and experiences people once couldn't have imagined, and now, can't imagine living without.
Responsibilities
- Lead, track, and resolve Webex/Unified Communications (UC) related trouble tickets using the trouble-ticket system.
- Maintain proficiency in Webex, Webex Calling, vCube, and collaborative technologies, as well as professional office skills.
- Trace call issues through Cisco infrastructure, addressing call quality, call failure, and work issues in real time.
- Perform Root Cause Analysis of issues.
- Follow SLA guidelines for response promptness.
- Monitor and respond to video conference alerts to address issues in remote offices and indicate wider issues.
- Provide guidance to junior onsite and offshore teams, taking responsibility for the quality and consistency of Webex conferencing technologies.
- Serve as an escalation point to Tier 1 and Tier 2 Support for Webex/UC related issues.
- Collaborate with and support C-level executives with call quality issues, providing high-touch support when vital.
- Act as a de-facto deployment engineer and domain specialist for all infrastructure and Webex related video conferencing requests and issues.
- Solve problems and diagnose VC quality issues within LAN & WAN environments.
- Provision or migrate new or existing VC endpoints and maintain endpoints through CUCM.
- Ensure maximum uptime through monitoring of the alerting dashboard.
- Supervise contractors and vendors working on Webex, UC/Video systems.
- Supervise and sign off on break-fix repair, upgrade, or new build installation.
Requirements
- Bachelor’s degree or foreign equivalent in Communication Technology & Policy, Telecommunications, or a related field.
- Five (5) years of progressive post-baccalaureate experience in the job offered or a related occupation.
- 5 years of experience using Cisco Voice Infrastructure such as Unified Communications Manager, SME, Unity, Unity Connection, Presence, Gateways, Webex, collaboration technologies.
- 5 years of experience using messaging protocols such as SIP, H.323.
- 5 years of experience using network protocols and devices.
- 5 years of experience using QoS principles and voice-related security.
- 5 years of experience leading and collaborating with vendors, contractors, and service providers.
- 5 years of experience using Cloud technologies.
- 5 years of experience creating and maintaining technical documentation for system configurations (e.g., High-Level Design, Low Level Design, As built Guides, method of procedures, resolutions to issues).
- 5 years of experience using monitoring tools that proactively monitor and alert system performance.
- 5 years of experience performing regular maintenance and implementing system upgrades.
Skills
- Webex
- Webex Calling
- vCube
- Collaborative technologies
- Cisco infrastructure
- SIP
- H.323
- Network protocols
- QoS principles
- Voice-related security
- Cloud technologies
- CUCM
- Unified Communications Manager
- SME
- Unity
- Unity Connection
- Presence
- Gateways
Location
- Austin, Texas
Work Type
- 40 hours/week
Experience Level
- 5 years of progressive post-baccalaureate experience
Education Level
- Bachelor’s degree or foreign equivalent in Communication Technology & Policy, Telecommunications, or a related field
About the Company
- Apple Inc.