IT Engineer

Working under limited supervision, manage university network resources to ensure high levels of availability, seamless functionality, simplicity and security. This position will focus on wireless and mobile technologies in an extremely diverse environment, including bring your own device (BYOD) internet of things (IoT), managed and unmanaged endpoints, and next generation augmented reality and virtual reality endpoints. This includes the deployment and maintenance and troubleshooting of primarily infrastructure supporting 802.11 protocol, including access points, controllers, authentication systems, and the radio frequency spectrum in campus facilities. This position will collaborate with other infrastructure areas and business partners to drive new enhancements and optimization of new and existing services.

ESSENTIAL FUNCTIONS

1. Manage day-to-day service operations utilizing ITIL/ITSM best practices and standards to ensure network services, primarily wireless and mobile services are operational and functioning as designed. This includes fielding trouble tickets, meeting with customers to assess issues, and incident and problem resolution (30%)

2. Assist in the onboarding and troubleshooting of network-attached devices, including but not limited to, wireless and mobile devices. This may entail operating system and device driver level troubleshooting of both managed and unmanaged devices. (20%)

3. In conjunction with UTech network engineering, information security, and identity management teams, maintain and troubleshoot complex, multi-domain, network-based authentication and authorization systems including but not limited to 802.1x devices and RADIUS systems. (20%)

4. Continuously assess the infrastructure and design of university networks and make constructive suggestions for their improvement based on knowledge, training, and experience with customer issues. This includes design of the radio frequency deployment of wireless networks. (15%)

5. Develop documentation and procedures, including working with the UTech communications team and the UTech service desk on an ongoing basis to improve scripts, training material, and communications of new or changed service offerings. Participate in the creation and implementation of policies and procedures to ensure consistency with university’s goals, industry best practices, and regulatory requirements. (10%)

NONESSENTIAL FUNCTIONS

1. Conduct on-going network system audits to evaluate the utility and efficiency of the system's hardware, software, and communications components. Maintain service key-performance indicators (KPIs) and metrics to report to UTech leadership and campus community. (5%)

2. Perform other duties and responsibilities as assigned. (<1%)

CONTACTS

Department: Regular contact with all levels in UTech to maintain workflow.

University: Interact with the university customer service organization and directly with customers as necessary for support and problem resolution.

External: Contact with vendors and outside affiliates (e.g., Cisco, AT&T) to facilitate the service delivery required.

Students: Contact with student employees working inside UTech and student representatives and stakeholders. 

SUPERVISORY RESPONSIBILITY

This position has no direct supervisory responsibility.

QUALIFICATIONS

Experience: 3 to 5 years of experience in supporting and designing wireless and wired network products, services and technologies.

Education/certification: Bachelor's degree in related field. Cisco network certifications are desirable. Cisco wireless certifications are highly desirable.

REQUIRED SKILLS

1. Knowledge and experience around wired and wireless network technologies, including the following: campus networking- Cisco catalyst switches, Cisco wireless LAN controllers, Cisco wireless access points, Cisco identity services engine; Cisco unified communications/voice conferencing; TCP/IP, IP subnetting, VLAN’S, Ethernet, DHCP, DNS, QoS. 

2. Knowledge and experience related to conducting 802.11 based wireless surveys and troubleshooting RF design and interference issues using tools from Ekahau, Cisco, and other vendors. 

3. Knowledge and experience related to device onboarding and troubleshooting, including apple iOS, and android mobile devices as well as Windows 7/10 and Apple MAC OS X. 

4. Knowledge and experience using Cisco wireless LAN controllers, Cisco prime infrastructure, and Cisco identity services engine related to troubleshooting endpoint connectivity and configuration issues.

5. Basic proficiency with word processor, spreadsheet, presentation, and diagramming tools such as Word, Excel, PowerPoint, and Visio to document and communicate design principles.

6. Excellent English oral and written communication skills, with the ability to communicate effectively and engage with diverse user base having varied levels of technical proficiencies. (communications skills)

7. Ability to actively listen; responsive to verbal and nonverbal clues. (listening skills)

8. 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. 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. (analytical and problem solving skills)

9. Ability to develop networks and use them to strengthen internal and external support. Ability to identify opportunities and take action to build strategic relationships between UTech and other university areas, teams, departments, etc., to help achieve business goals. Ability to work effectively at all levels within an organization. (building strong alliances skills)

10. Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintains good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood. (tact and diplomacy skill)

11. Ability to develop in-depth understanding of client needs in order to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience. (customer focus skill)

12. Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Must have the ability to use discretion and good judgment on sensitive and important matters. Embraces diversity. (ethic/integrity skills)

13. Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize to ensure that deadlines are met. (dependability and reliability skill)

14. Ability to be flexible in order to meet the constant changing scope and needs of the department, division and customers being served. Ability to work in a face-paced environment while managing multiple projects. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritized appropriately. (planning and organization skills)

15. Ability to understand organizational change in light of internal and external trends, influences, and future technology. (vision)

16. Ability to work with technologies for which little or no documentation or precedence exists. Commitment to self-motivated lifelong learning. (explorative attitude)

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. The position will not need access to residence hall facilities but the position will have frequent access to the computer rooms. 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.