Network Service Administrator 1 or 2

Job Summary

Under the supervision of a designated team leader, the Network Administrator 1/2 for Collaboration Services provides technical support for the planning, implementation, administration, monitoring, troubleshooting, and lifecycle management of the University's enterprise voice and collaboration services and supporting network infrastructure. The position supports the integration of voice and collaboration platforms with network, identity, telecommunications carrier, and other enterprise systems and participates in the evaluation and implementation of technology solutions.

Duties And Responsibilities

• Supports enterprise voice, collaboration, and associated network services, including installation, provisioning, configuration, monitoring, upgrading, troubleshooting, and decommissioning of systems and endpoints.
• Performs needs analysis for voice and collaboration services with end users, technical staff, and stakeholders.
• Provides production support and daily administration of systems, applications, and infrastructure used to deliver voice and collaboration services.
• Works with senior technical staff and colleagues to plan and implement system integrations, technology changes, and problem resolution.
• Identifies and resolves system problems and service degradations using appropriate diagnostic and monitoring tools, including investigation of network and call-quality issues.
• Deploys, configures, and supports hardware and software used to deliver and manage enterprise voice and collaboration services.
• Collaborates with technical peers, telecommunications carriers, vendors, service providers, and manufacturer technical support resources as necessary to implement and support services.
• Develops and maintains system documentation, operating procedures, knowledge base materials, and end-user documentation.
• Supports automation of service provisioning, administration, and decommissioning and responds to emergency network, voice, or collaboration service outages.

Additional Duties And Responsibilities

• Analyzes complex technical and service requirements and recommends voice, collaboration, and supporting network technology solutions.
• Defines technical and project requirements and develops specifications, statements of work, implementation plans, and testing and acceptance procedures.
• Independently diagnoses and resolves complex system, integration, interoperability, and service-quality problems.
• Plans and implements integrations between voice and collaboration platforms and related network, identity, carrier, and enterprise systems.
• Develops and implements automation, monitoring, and management methods to improve service provisioning, operational efficiency, performance, and reliability.
• Led larger technical assignments and coordinates vendors, carriers, service providers, and cross-functional technical resources to implement and maintain highly available voice and collaboration services.

Minimum Qualifications

• Associate's degree and four years of related experience; OR
• Bachelor's degree and two years of related experience; OR
• Six years of related experience.

• Experience supporting voice, collaboration, telecommunications, or related network services in an enterprise environment.
• Demonstrated knowledge of networking concepts and technologies supporting IP-based voice and collaboration services.
• Demonstrated knowledge of scripting or automation tools.
• Effective written and oral communication, troubleshooting, and problem-solving skills.
• Able to work effectively in a team environment and with technical and non-technical users.
• Able to travel to university locations and work outside normal business hours when necessary to support service maintenance or restoration.

Additional Minimum Qualifications For Appointment As Network Administrator 2

• Associate's degree and six years of related experience; OR
• Bachelor's degree and four years of related experience; OR
• Eight years of related experience.

• Demonstrated experience configuring, administering, and troubleshooting enterprise VoIP and collaboration systems and services.
• Demonstrated experience independently diagnosing and resolving complex technical problems involving voice, collaboration, and supporting network technologies.
• Demonstrated experience with enterprise Cisco collaboration and Unified Communications systems and endpoints.

Preferred Qualifications

• Experience planning, implementing, administering, and supporting enterprise VoIP and collaboration platforms, including Cisco Unified Communications Manager (CUCM)/WebEx and/or Microsoft Teams Voice.
• Knowledge of VoIP protocols, standards, call routing, and network technologies supporting real-time communications, including SIP, QoS, routing, switching, firewalls, IP addressing, and virtualization.
• Experience administering and troubleshooting contact center technologies, including call queues, routing, and related scripting or workflows.
• Experience working with telecommunications carriers and service providers to provision, integrate, and manage SIP, VoIP, and traditional telecommunications services.
• Experience with monitoring and diagnostic tools used to evaluate system availability, network performance, and voice/call quality.
• Experience planning or supporting highly available telecommunications systems in accordance with applicable regulatory requirements, information security practices, and industry standards.
• Experience integrating voice and collaboration platforms with enterprise identity and access management systems such as Microsoft Entra ID and Active Directory, including automated provisioning and deprovisioning and identity lifecycle management.
• Experience developing scripts, APIs, or other automation methods for provisioning, administration, monitoring, or lifecycle management of enterprise services.