Job ID: 76414
Job Title: Network Planning Analyst Inter
Working Title: Merit Support Center (MSC) Analyst
Work Location: Ann Arbor, MI
Full/Part Time: Full-Time
Regular/Temporary: Regular
FLSA Status: Nonexempt
Organizational Group: Affiliated It Orgs
Full/Part Time: ITCS-Merit Network
Posting Begin/End Date: 10/31/2012 - 11/14/2012
Salary: Minimum $40,000.00 if filled at the intermediate level.
Career Interest: Information Technology
Job Summary
Shift/Hours: Schedule is Wednesday through Saturday (12pm-10pm); ability to work outside of normal business hours, some overtime required.
Applicant instructions: All applicants must submit a cover letter and resume to be considered for this position. In order for the Career Portal system to accept a cover letter please include a cover letter as the first page of your resume. To apply for this position, please go to the University of Michigan's job board at ( www.umjobs.org), keyword search 76414.
Merit Network, Inc., a non-profit corporation governed by Michigan's public universities, owns and operates America's longest-running regional research and education network. Founded in 1966, Merit provides high-performance networking and services to the research and education communities in Michigan serving the needs of Michigan's universities, colleges, K-12 schools, libraries, state government, healthcare, and other non-profit organizations. Merit believes in the strength of a robust educational community. By connecting organizations, building relationships and sharing services, institutions can achieve far more together than they can alone.
Overview
The Merit Support Center (MSC) provides 24/7 365-day first level pre-sale and post-sale support for all Merit services including network connectivity, cloud services, and other services as well as administrative support to Merit Members and Customers.
MSC Analysts work under the supervision of the Merit Support Center Director. Each Analyst needs to be able to work independently but also as part of a team, and also needs to be able to track and ensure timely and appropriate resolution of a large range of problems, calling for help to escalate problems technically or administratively, as appropriate. Areas that the MSC Analyst needs to handle reliably include: networking components (routers, switches, fiber or leased circuits, power equipment), telephone equipment, computer servers and applications, and other Merit services.
Secondary duties also include database updates as well as report generation and other service related projects. Analysts will be required to use a variety of online systems including system(s) to track calls and ensure they are followed through on.
Responsibilities
Network and Service Monitoring and Repair
- Efficiently monitor multiple alarm systems, responding to alerts in a timely and effective manner.
- Perform moderately complex testing, analysis, and repair of networking connectivity and multiple services, following documentation provided.
- Create Network Service tickets; maintain up-to-date "next step" analysis for those tickets; analyze and correct problems with equipment and services according to provided contacts.
- Effectively work with MSC and outside colleagues to assure problem resolution. Efficiently takes over problems-in-progress at the beginning of a shift, and leaves problems in an effective state at the end of a work shift.
Become a MSC resource in one or more technology areas: network configuration documentation, DNS Administration, Email Administration, IP Phone Service Administration, circuit documentation, monitoring tool configuration, financial reporting support, and other areas as needs arise. The Analyst will; (1) provide second-level resolution support for more difficult problems in the subject area; (2) take on more advanced configuration and engineering tasks from the full-time engineers in that area; (3) find ways to improve MSC procedures and toolsets to improve MSC service in the area; (4)continually improve the Analyst's own knowledge and capability in the area; and (5) teach, train, and mentor other Analysts to improve MSC knowledge and capability in that area.
Customer Service and Outreach
- Interact with Merit Community and ensure excellent Member service.
- Provide pricing information and quotations to Members and Customers as well as provide other administrative support.
- Process orders, initiate implementations, and track completion of service orders.
- Participate in Professional Development activities to continually improve skills and knowledge of trends in networking and IT services.
- A bachelor's degree in computer science, engineering networking or equivalent combination of education and relevant experience.
- Strong interpersonal, written, and verbal communication skills.
- Some network and network-based service monitoring and management tool experience.
- Strong desire to provide exceptional service to the Merit community.
- Ability to interact with technical and non-technical customers in a positive and supportive manner regardless of circumstances.
- Knowledge of host-based services and some understanding of Unix and Windows.
- Fluency with the following applications: MS Word, MS Excel, MS PowerPoint and Adobe Acrobat Pro.
- Proficient at using email, shared calendaring, and other collaborative applications.
- Strong customer service background and demonstrated organizational skills.
- Must be self-motivated and work well within a team environment and also have the ability to work independently.
- Ability to manage multiple issues in a fast-paced environment.
- Be a continuous learner. Have the ability to learn and enjoy learning new things.
- Candidate should have experience and willingness and ability to work fixed schedules outside of normal business hours, to work holidays and a changing schedule.
- Experience with 24/7 service support policies and procedures. Knowledge of network and Internet-work technologies.
- Demonstrated excellence at maintaining strong working relationships with multiple clients, organizations, customers, management, and peers.
- Experience continually improving the organization's capability, effectiveness, and reputation.
- Experience with Salesforce.com CRM.
- Experience working with higher education, K1212 educational institutions, libraries, research institutions and other public sector non-profit organizations a plus.
This position is being posted at the Intermediate level, but we will consider filling it at the Associate level depending on the qualifications of the preferred candidate.
Additional Information
If filled at the Associate level, the minimum salary of $40K will not be applicable.
The University of Michigan is a non-discriminatory/affirmative action employer.
Source: http://www.higheredjobs.com/details.cfm?JobCode=175689086
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