Telecommunications

Apple•Austin, TX

16h•Onsite

About The Position

Apple Inc. is hiring for a telecommunications role in Austin, Texas. The position leads, tracks, and resolves Webex and Unified Communications (UC) trouble tickets, maintains proficiency in Webex, Webex Calling, vCube, and collaborative technologies, and follows SLA guidelines for prompt responses. It traces call issues through Cisco infrastructure, addresses call-quality and call-failure issues in real time, and conducts root-cause analysis. The role monitors video-conference alerts, supports remote offices, and identifies broader service issues. It provides guidance to junior onsite and offshore teams, serves as an escalation point for Tier 1 and Tier 2 support, and supports C-level executives with call-quality issues and high-touch support when needed. It also acts as a domain specialist and de-facto deployment engineer for infrastructure and Webex video-conferencing requests. Responsibilities include diagnosing video-conferencing quality issues in LAN and WAN environments; provisioning or migrating endpoints and maintaining them through CUCM; monitoring alerts to maximize uptime; and supervising contractors and vendors performing break-fix repairs, upgrades, and new installations. The position is 40 hours per week.

Requirements

Bachelor’s degree or foreign equivalent in Communication Technology & Policy, Telecommunications, or a related field.
Five years of progressive post-baccalaureate experience in the job offered or a related occupation.
Five years of experience using Cisco voice infrastructure, including Unified Communications Manager, SME, Unity, Unity Connection, Presence, Gateways, Webex, and collaboration technologies.
Five years of experience using messaging protocols such as SIP and H.323.
Five years of experience using network protocols and devices.
Five years of experience using QoS principles and voice-related security to ensure high-quality and reliable voice communications.
Five years of experience leading and collaborating with vendors, contractors, and service providers to manage, troubleshoot, upgrade, and provide technical support.
Five years of experience using cloud technologies.
Five years of experience creating and maintaining technical documentation, including HLDs, LLDs, as-built guides, methods of procedure, and issue resolutions.
Five years of experience using monitoring tools that proactively monitor and alert on system performance to ensure service and server uptime.
Five years of experience performing regular maintenance and implementing system upgrades.

Responsibilities

Lead, track, and resolve Webex and Unified Communications trouble tickets using the trouble-ticket system.
Maintain proficiency in Webex, Webex Calling, vCube, collaborative technologies, and technical and non-technical professional office skills.
Trace call issues through Cisco infrastructure and address call-quality, call-failure, and work issues in real time, followed by root-cause analysis.
Follow SLA guidelines for prompt responses to tasks.
Monitor and respond to video-conference alerts to address remote-office issues and identify broader issues.
Guide junior onsite and offshore teams and take responsibility for the quality and consistency of Webex conferencing technologies.
Serve as an escalation point for Tier 1 and Tier 2 support on Webex and UC issues.
Collaborate with and support C-level executives on call-quality issues, providing high-touch support when necessary.
Act as a domain specialist and de-facto deployment engineer for infrastructure and Webex video-conferencing requests and issues.
Diagnose video-conferencing quality issues in LAN and WAN environments.
Provision or migrate video-conferencing endpoints and maintain them through CUCM.
Monitor alerting dashboards to help ensure maximum endpoint uptime.
Supervise contractors and vendors working on Webex and UC/video systems, including break-fix repairs, upgrades, and new installations.