Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of Washington University IT. This position is for the Danforth Campus.
Perform analytical and operational tasks in support of cloud, network, and enterprise infrastructure services.� Rack, stack, configure, manage and analyze cloud, network, security, and wireless infrastructure. Provide feedback to engineers for continual service improvement.� Review engineering designs and validate/develop operational procedures and practices.� Serve as cross-functional bridge between engineering teams and customers, ensuring positive outcomes that meet the customer expectation.� Provide troubleshooting and on-call support for cloud, network, security, and wireless services.� Work in partnership with engineers to evaluate, document, and deploy new products and services.� Have a solid understanding of common infrastructure components (cloud, network, storage, security, wireless etc.).
PRIMARY DUTIES AND RESPONSIBILITIES:
Infrastructure Service Lifecycle Management:
Rack, stack, and configure network, wireless, security, and cloud components.
Troubleshooting/incident management efforts for faulty hardware and configurations.
Review of engineered systems and documentation.� Analyze against customer expectations and provide continual service improvement feedback to Engineering groups.
Focused training in one or more specialties, providing operational subject-matter-expertise and team-leadership for a given technology (cloud, network, security, wireless etc.).
Participate in after-hours maintenance including on-call, security patching, scheduled maintenance etc.
Deliver service requests for infrastructure customers (DNS, DHCP, Certificate, VIP etc.).�
Use appropriate IT Service Management practices, including ticket updating, customer communication, change management, time tracking, and project updates.
Perform other duties as assigned.
Bachelor’s or professional degree in electronics, engineering, or a closely related field, plus two years of experience in cloud/network analysis, operations, or equivalent combination of education and experience.
Higher education experience with one of the following professional certifications or equivalent:
ITIL Foundations certified.
Customer Service: Possess an aptitude for patience, professionalism, tactfulness, and empathy; ability to assess the specific needs of the customer and be able to communicate these appropriately; ability to work with high-end stakeholders and negotiate the political landscapes that may exist in the enterprise; possess the ability to clearly communicate with clients and team members verbally and in writing.
Project Management: Ability to work cross-functionally on projects that require buy in from multiple stakeholders and draw on the talents of each.
Planning and Organization: Ability to organize and follow complex and/or detailed technical procedures.
Technical Knowledge: Extensive knowledge in cloud and network operations. Ability to quickly break down an issue into cross-functional troubleshooting sequences (cloud, network, security) , work an issue to completion, or escalate appropriately to ensure rapid recovery of services.
The hiring range for this position is $56,472 - $73,403 annually.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Position will require standing, walking, and lifting less than 75 pounds in a data center environment.
Position will require climbing ladders for wireless access point maintenance.
Position will serve in the on-call rotation.
Internal Applicant Instruction:
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.