To be considered, a cover letter and resume are required. The cover letter must be the leading page 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 salaries will vary depending upon the qualifications and experience of the selected candidate.
This position will be filled at the Senior level salary range of $68,462 - $89,000 as the primary goal. The requirements listed below reflect the Senior level expectation. 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 Intermediate level salary range of $57,692 - $75,000.
Information and Technology Services (ITS) is seeking a Campus Network Support Senior to join the ITS Infrastructure Networks team. This position reports to the Network and Security Operations Manager.
The role will be part of a cohesive team that is responsible for administering over 10,000+ routers, switches and wireless access points. The main focus for this position will be production support, problem investigation and restoration of service of the campus building networks and working with various 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.
WHO WE ARE
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 enabling university wide innovations by:
Elevating the customer experience by providing proactive, laser focused customer service
Providing appropriate IT security and privacy in an open university society, while enabling innovation
Supporting data-informed decision making
Delivering intuitive research computing solutions
Building a world-class, transformational network and reliable administrative systems
In addition, we value those that proactively solve challenges, work with a sense of urgency, and seek a collaborative and inclusive work environment.
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. To learn more, visit: https://its.umich.edu.
WHO YOU ARE
You are energized by working with a collaborative team and industry peers to support the university mission through innovative and appropriate use of technology. You seek understanding and to tackle projects and problems with your customers’ needs in mind. You anticipate problems and work proactively to preempt challenges and concerns, delivering increasingly relevant customer experiences over time. You value a culture that is rooted in mutual respect, where you can learn from different perspectives, roles, and identities.
You have at least four (4) years of experience configuring and troubleshooting networking equipment in an IP environment within a multi-vendor environment and four years of experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully monitor, perform network configuration changes, required documentation and testing/analysis of network equipment/software. In addition, you must: be available to work overtime or flex time on short notice when required for upgrades and other maintenance issues; meet the requirements of driving a U-M vehicle and have a valid driver’s license with less than seven (7) points; and after hire must have a personal mobile communication device and a home internet connection.
Provides 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. Actively contributes to the network operations strategy
Supports and collaborates with team members and other technical staff such as Project Managers, Network Engineers and other ITS and on-campus technical support teams to provide high quality service to users
Develops the maintenance, monitoring and alerting strategy for area of responsibility. Participates in analyzing, planning, and implementing proactive maintenance, including backup and recovery strategies, software patches and upgrades
Collaborates to analyze, create and improve monitoring models for area of responsibility. Identifies gaps with existing tools and proposes solutions that allow network operations to proactively resolve issues improving network uptime and user satisfaction
Monitors networks for availability, error conditions, adequate space allocation, backup integrity, and performance. Supports the incident communication process by following established ITS communication guidelines in the process of providing incident notifications
Develops strategies to effectively perform root-cause analysis of problems, poor performance, and error conditions. Develops effective relationships with vendor support to troubleshoot and resolve problems
Participates in asset management responsibilities which include data entry and configuration updates for contracts, service agreements and monitoring
Utilizes analytical and communication skills in the development and modification of written procedures, processes, and technical support knowledge base, resulting in content tailored to the level and type of audience for support and issue resolution
Participates in various infrastructure improvement projects including installations, upgrades, moves, additions, and configuration changes. Is able to independently complete high complexity projects accurately and in a timely manner, and provides operations feedback to engineering and project managers to be incorporated in design decisions
Makes recommendations of new technologies and services to improve network administration efficiency and effectiveness, ensuring appropriate research is conducted
Supports and collaborates with team members and other technical staff such as Project Managers and Network Engineers to provide consultation to other technical teams to develop, design, implement, and continuously improve wired and wireless network systems. Participates in engineering strategy discussions for area of expertise to provide an operations perspective
Identifies process and documentation gaps, develops and refines departmental standards, procedures and practices to incorporate vendor recommendations and industry best practices. Develops and maintains technical support knowledge base documentation. Leverages advanced knowledge of procedures, operations, techniques, tools, materials, and equipment and develops expert skills appropriate to area of specialization. Contributes to the implementation of new automated processes enabling increased operations efficiency and reduced error rates for new installations and upgrades
Works with project managers and impacted teams to identify, proactively propose, plan, implement, and effectively communicate changes within established change management processes
Support projects in the area of expertise with time and resource estimates, and in collaboration with management coordinates projects and delegates tasks and activities to team members
Assists gathering technical requirements with cross-functional teams to enhance functionality, security, and efficiency of the system in support of university business functions. Provides consultation on application/system interactions and dependencies per established protocols and procedures. Contributes 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. Participates in conducting analysis, planning, testing, and implementation of solutions. Develops and documents procedures and maintenance plans for the team and other technical staff
Stays current with relevant advances in network systems technologies. Responsible for maintaining an advanced knowledge of concepts, practices and procedures including vendor and industry best practices by leveraging a variety of training options that can include on-the-job training, attending relevant courses or conferences, reading, research, development and testing
Develops and follows departmental best practices and procedures, shares knowledge with team members and mentors junior staff
Serves as a subject matter expert in one or more areas of responsibility and provides consultation to other teams, team members and customers. Designs and delivers training sessions for relevant area of responsibility
Bachelor’s degree in computer science and/or equivalent combination of education and experience
Four (4) years of experience configuring and troubleshooting networking equipment in an IP environment within a multi-vendor environment
Four (4) years of experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully monitor, perform network configuration changes, required documentation and testing/analysis of network equipment/software
Demonstrated ability to work independently to successfully monitor network equipment, perform configuration changes, update required documentation and perform testing and analysis of network equipment and software
Demonstrated ability to utilize analytical and communication skills in the development and modification of written procedures, processes, and technical support knowledge base documentation, resulting in content tailored to the level and type of audience for support and issue resolution
Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause analysis and service restoration (such as programming tools for automating network administration tasks, backup, restore, failover, log analysis, performance monitoring and incident management) for network systems
Experience with the following technologies: Juniper OS, Cisco IOS, CISCO controller based Wi-Fi, network monitoring tools, SNMP, copper/fiber infrastructure and desktop OS (Windows, Mac) configuration and troubleshooting
Demonstrated experience with Spanning Tree, Link Aggregation and Router Redundancy Protocols
Demonstrated experience with layer 3 network technologies including VRFs, MPLS, ISIS, OSPF and BGP
Demonstrated effective creative problem solving and flexibility when collaborating with customers, team members support teams, external vendors, and technical organizations to understand, advocate for, evaluate, and support enhancements, resulting in plans and services that leverage the capabilities of existing technology and meet customer and organizational expectations
Demonstrated effective verbal communication skills including strong interpersonal skills with an ability to work effectively through all levels of management and matrix organizations
Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service
Excellent organizational, analytical and independent problem-solving skills
Ability to influence others in the building and maintaining consensual approach with a wide array of diverse business interests
JNCIS-ENT and/or CCNP certification
Experience with Juniper OS and Cisco IOS network capture procedures and network analysis tools
Experience with CISCO controller based Wi-Fi, 802.1X Authentication and Wireless Accounting
Demonstrated experience with route redistribution, traffic shaping and QOS
Experience with network automation technologies and Python and Perl programming languages
Experience with Software Defined Networks and configuration management techniques and tools like Puppet and Salt
Understanding of DNS/DHCP, Firewalls, load balancers and IPS systems
Experience with desktop and/or network firewalls, VPN
Experience with UNIX/LINUX OS file editing and scripting
Information and Technology Services is excited to be filling 40-plus positions this fall to support the missions of the university through the innovative and appropriate use of technology. We have been strategic in our hiring over the last two years in order to fund and invest in our future with these key positions. As a valued team member, you will help create and run the technology that powers the University of Michigan – supporting the students, faculty, and staff who are helping to improve the world!
Physical Demands / Work Environment
Punctual, regular, and consistent attendance is required; may require on-call availability and may require working during non-business hours and on weekends; normal amount of sitting, average mobility to move around an office environment; able to conduct normal amount of work at a computer; travel to various locations on and off campus; ability to meet the requirements of driving a U-M vehicle and have a valid driver’s license with less than seven (7) points; ability to move and transport and maneuver telecommunication equipment and supplies weighing up to 30 lbs from trucks and loading docks to campus locations for installation or testing
NOTE - This position may work with and/or support systems that maintain or process sensitive institutional data as defined by university policy. Successful candidates must comply with federal, state and local law and/or university policies or agreements that require the university to implement specific privacy and security safeguards including, but not limited to: ITAR, EAR, HIPAA and FISMA. Responsible for protecting data and information from unauthorized release or from loss, alteration or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement.
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 Benefits Office is committed to offering a high-quality benefits package to support faculty, staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, three dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, three early childhood centers, time away from work and work-life programs to promote balance. Learn more at https://hr.umich.edu/benefits-wellness
The University of Michigan is ranked the No. 3 public university in the 2020 U.S. News & World Report’s annual report of the nation’s best undergraduate colleges and universities.
The University of Michigan is ranked No. 6 on Kiplinger’s list of Best Values in Public Colleges, again making U-M one of the nation’s best values in higher education for in-state students. The ranking highlights colleges and universities that combine outstanding education with economic value.
For the third straight year, the University of Michigan maintained its position as the 15th top university in the world, according to the Times Higher Education World Reputation Rankings.
The University of Michigan maintained its ranking as the top U.S. public university in the QS World University Rankings for 2019-20 and ranked 21st among all institutions on the list, moving down one spot from last year in the ranking released Tuesday, 06/18/2019.
Job openings are posted for a minimum of 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.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 178672
About University of Michigan - Ann Arbor
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.