How to Apply
A cover letter and resume are important submissions for the hiring team to get a sense of your experience. In the cover letter, in one page or less, please let us know how this role aligns with your career aspirations and skills. Submit both a cover letter and resume as one file.
Great compensation package available based on qualifications, experience and education of the selected candidate.
Job Summary
Information and Technology Services (ITS) is looking for a Campus Network Support Senior to join the Infrastructure department with in ITS.
You will be part of a cohesive team that administers over 10,000+ routers, switches and wireless access points. The main focus will be production support, problem investigation and restoration of service of the campus building networks and working with several technologies support teams within ITS and campus buildings. The team is always looking for ways to be ready for the challenges of tomorrow in supporting the campus enterprise networks. You will report to the Network and Security Operations Manager.
Who We Are
Information and Technology Services (ITS) supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and promoting university wide innovations. ITS's mission is to be trusted enablers of technology for the U-M community. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. For more information about ITS, visit: https://its.umich.edu/about
Why Work at Michigan?
In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:
- Generous time off
- A retirement plan that provides two-for-one matching contributions with immediate vesting
- Many choices for comprehensive health insurance
- Life insurance
- Long-term disability coverage
- Flexible spending accounts for healthcare and dependent care expenses
- Dental and Vision Insurance
- Parental and Maternity Leave
Responsibilities*
PRODUCTION SUPPORT
- Provide production support and service restoration for campus enterprise networks including in-building and wireless networks and acts as a problem escalation point for network infrastructure issues. Conduct network system analysis, planning, testing, and implementation of solutions.
- Responsible for network problem detection, analysis and resolution. Establish and use protocols to monitor network systems for availability, error conditions, space allocation, backup integrity, and performance. Perform root-cause analysis of problems, poor performance, and error conditions.
- Analyze, plan, and implement maintenance, including backup and recovery strategies, software patches and upgrades. Support and collaborate with team members and other technical staff such as Project Managers and Network Engineers. Develop relationships with vendor support to troubleshoot and resolve problems
- Develop written procedures, processes, and technical support knowledge base, resulting in content tailored to the level and type of audience for support and issue resolution.
- Contribute to system enhancements by identifying and quantifying customer requirements, delineating the gaps between customer requirements and the capabilities of existing technology, and recommending improvements in current processes.
- Collaborate with and gather technical requirements to enhance functionality, security, and efficiency of the system to support university operations. Provide consultation on application/system interactions and dependencies per established protocols and procedures.
SERVICE IMPROVEMENTS
- Collaborate with other teams and give feedback on features and options. Contribute to system enhancements by identifying and quantifying customer requirements, delineating the gaps between customer requirements and the capabilities of existing technology, and recommending proactive improvements in current processes. Conduct analysis, planning, testing, and implementation of solutions. Develop and edit technical support knowledge base documentation.
Required Qualifications*
- Bachelor's degree in computer science or equivalent combination of education, certification and experience.
- 4 years of experience configuring and troubleshooting networking equipment in a multi-vendor IP environment .
- 4 years of experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working to monitor, perform network configuration changes, required documentation and testing/analysis of network equipment/software
- Experience with some or all of the following technologies: Cisco IOS, Juniper OS, network monitoring tools, desktop OS (Windows, Mac), and copper/fiber infrastructure.
- Experience with and demonstrated knowledge of layer 2 IP networks
- Demonstrated experience with Spanning Tree, Link Aggregation and Router Redundancy Protocols.
- Experience using appropriate technical tools to perform daily administration tasks, root-cause analysis and service restoration (such as backup, restore, failover, log interpretation, and performance monitoring) for network systems.
- Ability to meet the requirements of driving a U-M vehicle and have a valid driver's license with less than 7 points
- Ability to move and transport and maneuver telecommunication equipment and supplies weighing up to 30 lbs from trucks/loading docks to campus locations for installation or testing
Desired Qualifications*
- Juniper JNCIA/JNCIS-ENT certification or Cisco CCNA/CCNP certification
- Demonstrated knowledge of layer 3 IP routing protocols including OSPF, ISIS, MPLS, BGP, VXLAN and EVPN
- Experience with desktop or network firewalls, VPN
- Experience with a programming language such as Perl or PHP
- Experience with network automation technologies and Python programming language
- Experience troubleshooting fiber and copper network infrastructure
- Experience with Aruba controller-based Wi-Fi, 802.1X Authentication and Wireless Accounting
- Experience with Juniper OS and Cisco IOS network capture procedures and network analysis tools
- Experience with UNIX/LINUX OS file editing and scripting
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.
Underfill Statement
UM- ITS welcomes a healthy applicant pool so we encourage all interested applicants to apply. This position may be underfilled at a lower classification depending on the qualifications of the selected candidate. The salary range for the Intermediate level is $73,600-$81,800.
Additional Information
- Must be available to work overtime or flex time on short notice when required for upgrades & other maintenance issues
- Must participate in an on-call rotation
Application Deadline
Job openings are posted for at least seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening 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.