POSITION OBJECTIVE

Working under moderate supervision, provide basic services to operate and maintain core technical services according to detailed procedures. Assist in the deployment and troubleshooting of data, voice and video systems employed by the university. This position functions as project team member for projects that span the division as well as crossing other areas of the university.

ESSENTIAL FUNCTIONS

1. Operate and implement systems and processes employing network-based communication systems for the university community, including Ethernet switching, IP routing, IP telephony and video conferencing, and client provisioning and configuration. (20%)
2. Operate and implement systems and processes supporting telemetry or IoT style connectivity, including building automation, security, and HVAC, on the university network. (15%)
3. Monitor network performance and behavior and proactively recommend solutions. Participate in problem diagnosis and troubleshooting of localized network infrastructure. (15%)
4. Participate in operations related to campus network services. Maintain UPS battery backup system. Assist with data center operations. Field after-hours calls and respond as appropriate. (10%)
5. Participate in project teams both within and outside the Network Engineering and Unified Communications group. Perform tasks and implement changes under the direction of service or project manager. Assign tasks and priorities to student employees as required. (10%)
6. Work closely with the Project Management Office (PMO) to ensure the establishment of realistic project schedules and budgets. Employ project management methodology in accordance with the guidelines, processes, and procedures of the PMO. (10%)
7. Interact with the university customer service organization and network users for support and problem resolution. Maintain customer rapport by listening to and resolving concerns; answering questions. (10%)
8. Carry out tasks in line with policies and procedures for both day-to-day and emergency network operations. Develop and maintain thorough and complete system documentation. (8%)

NONESSENTIAL FUNCTIONS

Perform other duties as assigned. (2%)

CONTACTS

Department: Daily contact with others within the department and weekly within the division in order to provide guidance for installations, help during implementation, or help during ongoing operations.

University: Regular contact with the university departments and organizations as necessary to realize goals and support problem resolution.

External: Minimal contact with vendors to facilitate solutions to project requirements of the university.

Students: Some contact with students.

SUPERVISORY RESPONSIBILITY

This position has no direct supervisory responsibility.

QUALIFICATIONS

Education and Experience: Associate's degree or relevant certification and 1 year of experience; or high school and 5 years of experience. Cisco Associate level certifications a plus. Valid Ohio driver's license with a good driving record.

REQUIRED SKILLS

1. Familiarity with fiber-optic and copper (twisted-pair) physical network technology.
2. Familiarity with network devices, routers, switches, ATA, and voice gateways as well as various telephony end points.
3. Basic understanding of Ethernet, Spanning Tree, VLANs, and other Layer 1 and 2 LAN protocols and technologies.
4. Basic knowledge of routing protocols such as OSPF and EIGRP.
5. Some familiarity with a network multicast infrastructure and network QoS infrastructure.
6. Basic knowledge of IP, ICMP and related Internet protocols.
7. Basic knowledge of UDP and TCP end-to-end and protocols running atop them, such as HTTP.
8. Basic knowledge of VoIP systems and their operation at a network infrastructure level.
9. Basic knowledge of SNMP and other network management protocols.
10. Familiarity with network monitoring and management technologies such as Solarwinds.
11. Familiarity with network security as it relates to network infrastructure, routers, and switches.
12. Some proficiency of scripting and or programing with languages such as python and bash is desirable.
13. Familiarity with application programs such as spreadsheets including Microsoft Excel, word processors including Microsoft Word, graphics, databases, diagnostic utilities, terminal emulators and communication/network software.
14. Ability to actively listen, responsive to verbal and non-verbal clues.
15. Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and think through the consequences of different courses of action.
16. Ability to handle multiple changing and conflicting priorities as part of a team. Ability to operate under tight time deadlines.
17. Able to handle pressure and a heavy workload. Willingness to work long hours, when necessary. Ability to handle both regular-scheduled tasks along with unscheduled emergencies and priorities.
18. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritizes appropriately.
19. Excellent interpersonal communications skills, both oral and written, with the ability to communicate effectively and engage with a diverse user base having varied levels of technical proficiencies. Requires communication extensively with internal and external clients, contractors and internal service groups.
20. Ability to relate to peers and staff in a positive manner and display a high degree of patience and tact. Ability to interact with colleagues, supervisors and customers face to face.
21. Ability to work in a team concept, being able to play the roles of team leader and team player as required.
22. Ability to be flexible in order to meet the constant changing scope and needs of the department, division and clients being served.
23. Ability to manage and coordinate the activities of individuals over which the position may have no direct authority.
24. This person must also possess a high degree of motivation.
25. Actively demonstrates the ability to be reliable and dependable in performing job-related tasks, finishing assigned projects, meeting deadlines and appointments.
26. Ability to properly handle sensitive, confidential or proprietary information, data, documents, etc.
27. Ability to identify various types of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, and provision of solutions. Ability to diagnose and provide solutions for problems with little or no outside assistance. Ability to build on existing experience to solve problems never before encountered is critical.
28. Proactively identifies, develops, and strengthens valuable relationships with other groups in the organization, and across other organizations to leverage results.
29. Systematically ensures quality service. Foresees and meets the complex and diverse demands of clients.
30. Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Ability to embrace diversity.
31. Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion.
32. Ability to meet consistent attendance.

WORKING CONDITIONS

The working conditions are typical of an office environment and computer rooms. Some heavy lifting of about 45 pounds may be required and there is bending and kneeling involved to work under a computer room floor. This position requires driving a university vehicle. The position will need access to residence hall facilities and the position will have frequent access to the data centers. The employee may be required are to carry a cell phone, during and after their normal work hours, including weekends to attend to after-hours emergencies. Travel between various locations on campus will be required. The position requires typing on a computer keyboard and using a computer mouse and a printer. The employee will drive a university vehicle while on the job. This position is eligible for the staff hybrid work program.

This position is eligible for hybrid work arrangement up to two remote days per week at the discretion of the department. New employees may begin a hybrid schedule upon approval from the supervisor, successful completion of an orientation period and signing the remote work checklist certification form.

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

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Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

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