Global Network Unified Communication Engineer IV

Location: Tustin, CA Salary: $55.00 USD Hourly - $60.00 USD Hourly Description:
Responsibilities:
This role manages technical and specialized administrative tasks for complex collaboration tools used throughout our global company, including Webex, Zoom, Google Workspace, Microsoft Teams, and Cisco Unified Communication solutions.

In addition, expertise in the design and support of audio video solutions such as Crestron, Biamp, Amplifier/speakers and, Sennheiser microphones, The individual in this position can work independently and typically only needs moderate supervision for new assignments. This team member:
Collaborates on moderately complex projects: Contributes to technical projects of moderate size and complexity under the guidance of senior technical support/services staff and management.

Executes technical tasks effectively: Delivers on assigned technical tasks within deadlines, encompassing analysis, troubleshooting, implementation, testing, development, monitoring, maintenance, production support, and documentation. Applies technical expertise: Possesses technical and design skills, adhering to established standards and procedures. Provides timely and high-quality customer support: Resolves intricate technical issues within defined service level agreements, ensuring customer satisfaction.

Demonstrates problem-solving and decision-making abilities: Analyzes problems, designs and implements solutions, and makes informed decisions that influence technical assignments. Ensures system stability and availability: Proactively monitors and manages production systems and networks to optimize uptime. Contributes to project planning and execution: Participates in project planning, including sizing, configuration, and scheduling activities, in collaboration with project management.

Mentors and guides team members: May provide coaching and training to other analysts and lead technical support/services team members in specific project activities
The ideal candidate position will possess expert-level network support and troubleshooting skills for Cisco Unified Communication Manager and audio/video endpoint conferencing, enabling them to quickly resolve complex issues. A strong foundation in Cisco voice/video network technology, Crestron design and support, network performance analysis, network security, and troubleshooting techniques is essential.

The candidate should have prior experience in audio/video support, Cisco video conferencing, trouble ticketing systems, Cisco IP phone support, and meticulous problem-solving documentation within a fast-paced environment. This role contributes to supporting one of the largest global unified communication deployments.

What we are looking for

Technical Skills:
A Bachelor's degree in Computer Science or Information Systems is preferred, but equivalent experience in Unified Communications and IT operations (3+ years) will also be considered.
5+ years of hands-on experience with collaboration and unified communication technologies, including:
Cisco Call Manager
Crestron Audio Video Platforms
Routers & Switches
Cisco Control Hub
Expressway
Cisco Cube
Multicast video and data packet analysis
Strong understanding of VoIP protocols (H.323, SIP) and concepts like firewall/NAT traversal and gatekeepers.

In-depth knowledge of video conferencing products from vendors like Cisco, Polycom, Lifesize, Crestron, and other audio/video technologies. Extensive experience with popular web conferencing platforms: Webex, Google Meet, Zoom, and MS Teams. Proficiency with TCP/IP networking, IP telephony, web conferencing, and switching/routing protocols. Demonstrated ability to troubleshoot complex network deployments, utilize appropriate debugging tools, and drive issue resolution. Experience with PC and desktop applications such as Microsoft Office Suite and email.

Experience

5+ years of experience in a customer-facing role such as Customer Support, Sales Engineering, or a similar position that involved building and managing strong customer relationships.

Soft Skills

Excellent communication skills, both written and verbal, with the ability to build trust and respect among peers and customers. Strong problem-solving skills and a sense of urgency in escalating product issues when necessary. Ability to manage multiple priorities and deliver results on time in a fast-paced environment. Strong analytical, technical, and decision-making skills. Ability to work independently, research solutions, and demonstrate initiative. Excellent interpersonal and organizational skills.

Certifications (Preferred)

Cisco certifications: CUCM training, CCNP (Voice), CCNP, CCIE, CCNA
Other relevant certifications: Crestron CTI, AVIXA, BICSI, CEDIA
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Contact

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