Primary Purpose
Responsible for a high level of technical support to the University community including requirements gathering, design, installation, configuration, troubleshooting, upgrading and maintaining networking, telecommunications and related computer systems. Generates documentation on how to utilize the systems, provides written technical resolutions in a central knowledge base, and assists in the development of technical standards for networking and telecommunications systems. In addition to support of daily operations, this position includes vendor and customer interactions in the evaluation, technical design and implementation of projects that advance the state of the University’s data, voice and video networking infrastructure. This position is responsible for second-level network support for the Helpdesk.
Essential Functions
Explores, identifies, evaluates, enables, and promotes existing and emerging networking and telecommunications services. Acquires, oversees installation, configures, maintains and troubleshoots the University’s data and voice infrastructure and is primary backup for PBX , voicemail, call accounting and other voice related systems Assists with management of network performance by periodically base-lining capacity and performance and projecting resource usage Defines, plans, schedules and coordinates “moves, adds or changes” Serves as a senior level technical support to the distributed and central technical service providers. Performs high-level technical analysis for projects requiring network and telecommunications connectivity, including security and wireless. Advise, consult, and provide services in the design, creation, and delivery of building data and voice infrastructure. Provides high level of customer service and satisfaction to the University community in resolving complex issues with a broad range of technology systems. Coordinates single/multiple vendor interactions on projects. Excellent customer service skills with the ability to communicate with a diverse group of customers, having differing levels of technical expertise, with patience and empathy, fostering trust. Effectively communicates project expectations to team members, stakeholders in a clear and timely fashion and coordinates resources to ensure successful implementation. Serve as project technical lead through: Planning and scheduling project timelines and milestones Estimating the resources and participants needed to achieve project goal Developing and delivering progress reports, proposals, requirement documentation, technical training sessions, and presentations. Conducting project postmortems and creating recommendation reports in order to identify key project elements and improve future projects. Produce and continue improvement of networking/telecommunications documents including: asset inventory, LAN / WAN diagrams, SOPs, and training materials. Identifies, analyzes and resolves network problems through the use of a variety of monitoring tools. Maintain and upgrades networking and telecommunications hardware and software. Read architectural plans Prepare proposals and designs for networking and telecommunications projects. Deliver customer and IT partner Networking/Telecommunications technology end-user/administrator training. Lead technical peer review. Log support requests and issues reported into a central database and maintain their updates. Generate reports and analyze trends in issues and contribute to the design and implementation of permanent resolution to issues. Attends technical training and performs technical research to enhance planning, deployment and operation of appropriate network components Performs other duties as assigned or requested. University of the Pacific recognizes that diversity, equity, and inclusion is foundational to the success of our valued students and employees. We prioritize policy and decision-making that demonstrates awareness of, and responsiveness to, the ways socio-cultural forces related to race, gender, ability, sexuality, socio-economic status, etc. impede or propel students, faculty, and staff.
Minimum Qualifications
High School diploma and 60+ credit hours of continuing education. Four (4) years of directly applicable networking/telecommunications experience. Experience with administering Cisco ASA or Palo Alto Firewall CCNA Certification
Preferred Qualifications
Bachelor’s Degree preferred. A combination of education, Cisco and Microsoft certifications and/or experience is acceptable. Ability to support processes and software in a multi-vendor environment with limited supervision. Experience with administering a NAC . Experience with administering Cisco wireless infrastructure ITIL Foundations Experience and sensitivity in working with people of diverse backgrounds and cultures. Demonstrated experience in advancing social justice, equity, and inclusion in a university setting. Ability to engage and integrate culturally responsive practices and knowledge in their work.
Work Schedule
Work performed during standard business hours, 8:00AM-5PM, M-F, occasional overtime and hours worked outside of normal schedule may be required to meet business deadlines.
