How to Apply
A cover letter and resume are required. The cover letter must be PAGE 1 of your resume and should:
- Specifically outline the reasons for your interest in the position and
- Outline your particular skills and experience that directly relate to this position.
Starting salary will vary depending on the qualifications and experience of the selected candidate.
This position will be filled at the intermediate level salary range of $56,538 - $73,500 as the primary goal. The requirements listed below reflect the intermediate level expectation. However, applicants with lesser experience are encouraged to apply and may be considered if the primary goal is not met.
Lesser-experienced candidates will be reviewed at an associate level salary range of $47,476 - $59,000.
Information and Technology Services (ITS) has an exciting employment opportunity for a Communications Systems Administrator to support the University of Michigan’s multi-campus Unified Communications (UC) infrastructure. Our selected candidate will be part of a cohesive team that is responsible for administering IP Voice infrastructure including server administration (virtual and physical), voice gateways and ISR routers, phones and multiple call center agents.
- Assist in evaluating, diagnosing and resolving call routing, security, performance and protocol problems associated with voice over Internet Protocol (VoIP) infrastructure consisting of: Unified Communications call processing, contact center and voicemail applications, server operating systems, virtualization and hardware maintenance, I gateways, fax servers, IP phone, softphone and telepresence endpoints.
- Provide recommendations in system design including server sizing, specifications and configuration and actively collaborate with Engineering team on above mentioned UC infrastructure enhancements, security and upgrades.
- Configure, deploy, maintain and provide technical support to UC infrastructure for Ann Arbor, Dearborn and Flint campuses.
- Contribute to the development of support tools for maintaining and troubleshooting campus UC infrastructure.
- Provide support for campus contact center applications.
- Under general supervision, plan, maintain and troubleshoot call routing and translation elements for PBX.
- Develop operations support documentation and deliverable plans for system implementation and operational support.
While not limited to the following, in this role the successful candidate will be expected to demonstrate the following organizational competencies:
- Building Relationship / Interpersonal Skills: Demonstrates the ability to use formal and informal networks to accomplish tasks and objectives, developing and maintaining smooth, cooperative working relationships. Demonstrates the ability to address and manage conflict and offer constructive criticism and feedback in a positive manner.
- Creative Problem Solving / Strategic Thinking: Demonstrates the ability to provide necessary attention to solve different level problems, often multitasking to solve moderate level problems. Defines problems, analyzes causes, identifies possible solutions, selects the best solution and develops action plans. Generates new ideas and goes beyond the status quo. Demonstrated ability to use creative thinking to improve processes and solve complex problems.
- Communication: Demonstrates the ability to communicate about complex topics effectively to groups, using visual aids as needed, varying style to fit the audience.
- Flexibility / Adaptability to Change: Understands and accepting the need for change, cooperating in implementation and constructively voicing concerns and proposing alternatives.
- Quality Service: Demonstrates stewardship in understanding and helping others to understand the impact of recommendations to both the short- and long-term needs of the organization. Develops strategic partnerships with customers based on in-depth understanding of the customers objectives/business.
- Bachelor’s degree in computer science and/or equivalent combination of education and experience.
- Two (2) years of experience working with Voice over IP (VoIP) and/or Telecommunication systems.
- Basic troubleshooting and problem solving skills demonstrated in a VoIP PBX system administration and/or networking environment.
- Demonstrated knowledge of digital and analog Telephony gateways.
- Ability to work as a part of a team.
- Effective interpersonal and communication skills.
- Understanding of TCP/IP, DNS, DHCP and other networking protocols.
- Experience and desire to work in a customer-driven environment. Good customer service skills.
- Two (2) years of experience with analog/digital PBX technology.
- Experience working in a Cisco Call Manager or similar IP telephony environment including: Call Processing, SIP/Skinny gateways, Contact Center, gateways, NTP, telepresence, T38 fax servers.
- Experience working with SIP based IP telephony solutions.
- Two (2) years experience using system tools such as network sniffers, system monitoring and voice call analyzers.
- Prior Linux and/or Windows server administration experience; including patching, server rebuild and system sizing.
- Two (2) years experience using communications protocols with emphasis on SIP Scripting experience (Perl, Python, Powershell, etc.).
- Hands-on experience with IP networks both layers 2 & 3.
- Basic understanding of session border controller (SBC) devices in a VoIP environment.
- Job duties are performed during normal business hours, with occasional work outside of business hours for planned upgrades and best-effort response to major outages.
- Job requires traveling to various locations on and off campus to troubleshoot and replace hardware.
- After hire, candidate must have a personal mobile communication device and home internet connection.
Diversity, Equity and Inclusion
The University of Michigan Information and Technology Services seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to maintain the excellence of the University and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
The University of Michigan is committed to offering a high-quality benefits package to support faculty, staff and their families.
- The University of Michigan continues to be recognized nationally in the U.S. News & World Report’s annual rankings of the nation's best graduate schools for 2019. Among the programs ranked each year in America’s Best Graduate Schools — business, education, engineering, law, medicine and nursing — U-M maintained top-20 rankings in all six categories.
- The University of Michigan is ranked No. 4 on Kiplinger’s 2018 list of 100 Best Values in Public Colleges, moving up one spot from last year.
- The University of Michigan is ranked No. 2 public university in the United States and 27th overall in a survey announced 09/27/2017 by The Wall Street Journal and Times Higher Education.
- The University of Michigan maintained its ranking as the No. 4 public university in U.S. News & World Report's 2018 annual list of the nation's best undergraduate colleges and universities.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.