Network Field Services Technician (1 of 2)

About the role

The Network Field Services Technician supports the University of California, San Francisco (UCSF) in providing physical layers one and two of the OSI model assistance for the university’s IT ecosystem. This includes onsite field assistance for network-related tasks such as troubleshooting, installation, maintenance, and lifecycle management of network equipment, UPS, and IDF facilities.

Responsibilities

• Provides timely technical service and customer support during field visits and dispatches.
• Maintains accurate documentation of service calls, repairs, and manages an up-to-date equipment inventory.
• Evaluates and tests new or enhanced electronics and services.
• Communicates with and comprehends customer needs and makes suitable suggestions.
• Develops and implements network field team processes and knowledgebase documentation.
• Contributes to the development and upkeep of network disaster recovery processes and procedures.
• Performs complex analysis and takes a lead role in the design, specification, and installation of distribution and access electronics.
• Works closely with UCSF’s Network Services, IS, and IT leadership to identify, implement, and support cost-effective, leading solutions for systemwide network infrastructure.
• Works with customers to understand the problem and identify the root causes of network issues.
• Communicates with and comprehends customer needs and makes suitable suggestions.
• Provides technical training on new equipment installations.
• Communicates with and comprehends customer needs and makes suitable suggestions.
• Collaborates with other departments, customers, and vendors.

Qualifications

• Bachelor’s Degree or equivalent combination of experience/training in computer science, engineering, computer information systems, etc.
• One year of experience working in network services, field services, information technology, or network operations.
• Three years preferred experience in a technical support role, preferably in a field operations capacity.
• Ability to diagnose and solve problems from non-technical descriptions provided by clients.
• Technical knowledge of computer hardware and software systems, including operating systems, productivity software, and other applications.
• Familiarity with network hardware platforms, network protocols and software, and connectivity issues.
• Demonstrated thorough knowledge of professional communications and network concepts necessary to resolve issues using established parameters, creativity, and independent judgment, escalating as necessary.
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex network issues.
• Strong written and verbal communication skills.
• Strong organizational skills and is able to prioritize project needs.
• Experience working in a project-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues.
• Strong demonstrated problem-solving skills.
• Able to ask questions, gather information, evaluate options, and make decisions with integrity.
• Ability to think creatively and is able to work independently and with agility in a fast-paced environment, including responding to network emergencies.
• Able to learn effectively and meet deadlines.