Job Requisition Number: 26643. We provide core infrastructure technology services to the campus, a common, reliable, standards-based technical environment, and cyber-infrastructure for research and education. Infrastructure services include:
· Data Center Colocation - providing campus customers a secure location and network connectivity for housing mission-critical servers. · Endpoint Operations and Services (EOS) - manages and maintains the Berkeley Desktop which provides a reliable, secure, and integrated computing environment that reduces the amount of time faculty and staff spend maintaining their UC Berkeley-owned computers. · Enterprise Storage and Backup solutions - offering two data storage options depending on what type of access is needed: Storage Area Network (SAN) and Network Attached Storage (NAS). · IT Business Continuity - consultation and planning to deliver IT resiliency, business continuity solutions and services for campus applications administered by IST, both locally and at UC Berkeley’s fail-over site, the San Diego Supercomputer Center (SDSC). · Production Control Shared Services Center (link is external) - a UC multi-campus organization, the PCSSC is responsible for delivering workload automation, batch scheduling and file transfer services in IBM mainframe and distributed (Unix, Windows, Linux) platform environments.
Voice Service Request (Moves, Adds, Changes - MACs): · Responsible for the day to day administration of Avaya’s telephony platform which include moves, adds and changes of UC Berkeley’s 14,000 stations. · Resolves all service requests for onsite and off campus locations · Provides timely updates to customers related to their service request by updating and resolving service request tickets · Develops or updates documentation related to infrastructure changes caused by MACs or new office/building build outs or major office moves. · Updates the Pinnacle Billing system when required to maintain revenue assurance · Must have strong understanding and experience with TDM technologies and cross connects (66/110 blocks) to be able to perform MACs · Proficient with Avaya phone features to provide user to user phone training during MACs · Installs both Centrex and Avaya PBX lines as requested by departments, using current infrastructure and following current business processes and protocols in place. Voice Incident Resolution: · Responsible for day to day troubleshooting of Avaya digital phones, Analog lines, T1/PRIs, Emergency telephones, 911 CAMA trunks, headsets, phone sets and 66/110 block cabling problems. · Updates all incident tickets in a timely manner to maintain SLA and keep customers appraise of their respective incidents · Develops lessons learned documentation for major incidents · Works with vendors, carriers or other internal IT departments to resolve telephony incidents · Performs on-call rotation duties to ensure availability of critical systems · Must have a strong understanding of cross connects and TDM technologies to resolve wiring problems · Participates in training opportunities for professional development. · Participates in UC Berkeley’s home football games to support all telephony cabling installations and troubleshooting•Bachelor's degree in related area and/or equivalent experience/training •Advance understanding of 66/110 and CAT5e cabling •Experience supporting Avaya telephony Moves, Adds and Changes •Expertise with Windows, Word, Excel, Visio, project software and other applications software. •Industry standard certifications are a plus •Must be able to communicate effectively in writing and verbally. •Basic understanding of various network hardware platforms, network related protocols and software. •Ability and desire to focus efforts toward timely handling and resolution of customer problems is a must. •ServiceNow ticketing system experience a plus •Must be able to communicate effectively with campus customers and fellow employees and have the ability to maintain professional composure during adverse situations.
Licenses or certifications, if any: •Telecom Fundamentals II Certification
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.