To apply for this position, please include a copy of your resume and cover letter (make this the first page of your resume) and click the Apply Now button above. (Your salary will be determined by your qualifications, experience, and education.)
Come join a team of passionate individuals at a non-profit serving Michigan’s public universities, colleges, K-12 organizations, libraries, state government, healthcare and other Michigan non-profit organizations for over 55 years!
The Network Operations team provides high performing network services, infrastructure, security and support to Merit members, customers and staff.
You will report to the Senior Manager of Network Engineering and will be responsible for network operations to install, operate, administer and assist in setting the technical direction of Merit Network staff and customers.
This role requires occasional travel in support of the fiber network within Michigan, Wisconsin, Illinois, and Minnesota.
Essential functions for this position are followed be an (E).
Operational Support Activities (60%):
Install and maintain network routers, switches, optical transport, line of sight wireless network equipment, and test probes for a regional network service provider. (E)
Test, repair and provision of telecommunication and fiber circuits. (E)
Assist with technical support in commissioning, installing, testing, and maintaining Merit's network infrastructure. (E)
Provide support of infrastructure including installation, configuration, testing, troubleshooting and documentation. (E)
Operate a Merit vehicle to deliver, configure, install and repair infrastructure equipment at Merit's various network locations. (E)
When necessary, escalate incidents with vendors to resolve issues relating to service performance, functionality and availability. (E)
Perform on-call support for production systems/applications, including problem investigation, escalation, resolution, and communication with Merit’s Support Center. (E)
Responsible to asset tracking and database updates. (E)
Deliver a highly customer focused service to Merit members, external and internal customers and Merit staff – to exceed their expectations both in technical resolution and customer service. Be able to see issues from the customer’s perspective, assess the urgency of requests, and respond accordingly. (E)
Provide customer education/assistance and technical support as required. (E)
Support Sales quoting and orders, including meeting on site with members, phone consultations and develop Scope of Work plans for members. (E)
Participate in network engineering planning and governess/change management teams. (E)
Work with vendors and internal groups to address issues and determine upgrade options to meet demand.
Manage infrastructure -engineering projects to assure outcomes are consistent with expectations.
Assist in developing project plans, task lists, time lines, deployment plans and rollback procedures.
Establish group subject matter expertise in infrastructure platforms, back up, and participate in knowledge transfers with other team members. (E)
Provide operational/supplemental analysis and reporting as needed for operations, IT and finance partners. (E).
Participate in professional development activities to continually improve skills and knowledge in the areas of, networking services and customer service. (E)
Skills You Have
Must be able to successfully complete a Motor Vehicle Record check through University of Michigan Transportation Services
Bachelor’s Degree in a technical or computer related field or equivalent combination of education and/or experience.
2+ years of experience with network engineering infrastructure and/or field service engineering.
Be available to work overtime on short notice when required and participate in on-call duties.
Ability to contribute and collaborate effectively as a member of a highly functioning and productive team.
Excellent interpersonal, communication and organizational skills with the ability to interact effectively with employees at all levels within the organization.
Demonstrated communication ability in writing skills (e.g., reflecting sensitivity to tone, audience, and organizational politics).
Demonstrated excellence at maintaining strong working relationships with multiple customers, organizations, vendors, management, and peers.
Ability to interact with technical and non-technical customers in a positive and supportive manner regardless of circumstances.
Knowledge of host-based services and some understanding of Unix and Windows.
Experience with technical tools, updating database software, Microsoft Word, Microsoft Excel and Adobe Acrobat Pro. Proficient at using email, shared calendaring, and other collaborative applications.
Must be self-motivated, work well within a team environment, and have the ability to work independently.
Experience with 24x7 environment relating to service support policies and procedures.
Knowledge of LAN/WAN systems, networks, and applications, including TCP/IP networking, subnetting and routing protocols, multicast, IPv4, IPv6, Voice over IP and PBX experience desired.
Experience with network monitoring/analysis tools such as ZenOSS and/or Arbor Network tools a plus.
Optical network knowledge and experience.
Experience with operating Palo Alto, Cisco ASA, Firewalls.
Experience in development multi-platform enterprise monitoring architecture.
Experience working in a security operations center and being part of an incident response team.
Experience working with higher education, K-12 educational institutions, libraries, research institutions and other public sector non-profit organizations a plus.
Hardware knowledge and problem solving skills are essential.
Network-based service monitoring and management tool experience with focus on troubleshooting and service issue resolution.
Experience with using diagnostic tools such as IPERF, Multicast Beacons, OTDR, and optical power meters.
2+ years of experience with documentation management including data inputting and review.
2+ years of experience drawing network diagrams using Visio or similar software.
We are posting this position at the Intermediate level, but will consider filling it at the Associate level depending on the qualifications, experience, and education of the preferred candidates. (Your salary will be determined by your qualifications, experience, and education.)
We are committed to offering a high-quality benefits package to support staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, multiple dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, multiple early childhood centers, time away from work and work-life programs to promote balance. Learn more at http://careers.umich.edu/benefits/
Relocation assistance is not available for this position.
The physical demands described here are representative of those that must be met by an employee (with or without accommodations) to successfully perform the essential functions of this job.
Employee must frequently work at computer station, answer telephone calls, emails, and/or other forms of customer/client communication.
Requires occasionally working outdoors, exposed to all weather conditions in addition to operating in a professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Some local, state-wide, and occasional nation-wide travel in support of the fiber network within Michigan, Wisconsin, Illinois, and Minnesota is required.
The University of Michigan/Merit Network conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third-party administrator to conduct background checks in compliance with the Fair Credit Reporting Act.
This position requires periodic background screening in order to work at Member sites. Employees in this position will have a background check performed upon hire, transfer, or as needed in advance of work assignments.
Background check results acceptable to the unit and Member site must be received prior to commencing work and will be good for up to twelve months.
Job openings are posted for at least seven (7) calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended.
If you need assistance completing this application, please call (734) 615-2000, option 1
The University of Michigan/Merit Network is an equal opportunity/affirmative action employer.
Internal Number: 198557
About Merit Network, Inc.
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.