Network Support Specialist

The Network Support Specialist provides day-to-day troubleshooting of hardware and software problems on a variety of hardware platforms, consulting with customers to determine automation requirements, and makes hardware and software recommendations in relation to identified issues.
Experience working in a Higher Education environment will have a distinct advantage.
Major Responsibilities:
1. Cable Plant Maintenance: Install and troubleshooting cable within the telephony and data cable distribution system. This includes placement of equipment outlets, pulling and terminating cables and installing cable termination panels and frames. Coordinate the planning and installation of cabling with cabling vendors. 40% of the job
2. Provide Level 1 and Level 2 Technical Support: Provide timely and accurate information in the diagnosis of network infrastructure and LAN/WAN connectivity problems as well as coordinate support from other sources or outside vendors. Install, update and troubleshoot network infrastructure devices (switches, fiber optics, microwave, multiplexors, concentrators, codecs, video switches, routers and other connectivity devices) to maintain connectivity to local area networks (LAN), the wide area network (WAN) for mainframe access, and the Internet. Document the network protocols and topologies used. 20% of the job
3. Network Systems Management and Backbone Connectivity. Install and configure network infrastructure equipment: terminate netowrk cabling to complete connectivity from the customer's network device to the client's intermediate or backbone network device (i.e., file server, router, switch, server, printer, etc.). Monitor the performance of network infrastructure equipment to include analyzing network traffic via proactive network management tools. 20%
4. IT Operations Documentation. Document cabling and network changes and specifications used. Document all ITO procedures, especially those related to work order assignments. 15%
5. UPS Equipment Maintenance. Operate, test and maintain the uninterrupted power supply system for all client server rooms and telecommunication closets. Conduct quarterly tests to determine remaining battery time and record the results in Workflow; make recommendations as to upgrades required for the UPS and other associated backup equipment. 5%
Decisions and Judgments: The independent decisions and judgements made by this position and the work performed impact the client as a whole in that this position holder's judgement is used to determine the stability of the network infrastructure devices, network backbone and connectivity to the wide area network. When problems exist, the position decides what resolution or what outside support is necessary to resolve the problem. This in turn affects how customers are able to access the network as well as the Internet. Prioritizations made by this position affect how technical support resources are allocated and can affect how quickly customer will receive a response to a request for assistance. The correctness of decisions made regarding the best methodology technical support staff should use to resolve a problem can determine the speed at which a problem is solved.
REQUIREMENTS
Knowledge, Skills and Abilites:1: Ability to terminate a data cable according to either 568A or 568B standards.2. Ability to implement cable management within telecommunications room.3. Effective skills in hardware problem solving.4. Expert skills in providing installation, operation and maintenance support for network infrastructure equipment, primarily systems based on the Cisco operating system.5. Knowledge of network communications protocols and the Open Systems Interface model.6. Ability to work with technical staff to analyze, diagnose, and solve complex technical and personnel problems.7. Ability to be an effective listener.8. Ability to manage many important responsibilities and projects at one time.9. Ability to set priorites.10. Ability to make sound, independent decisions.11. Ability to work under pressure and deadlines.12. Ability to learn new concepts.
2 years of work experience installing, maintaining, operating, troubleshooting and upgrading network infrastructure devices (switches, fiber optics, microwave, multiplexors, concentrators, codecs, video switches, as well as HP Open View or other performance monitoring software).
One year experience related to the above tasks, knowledge, skills and abilities or substitutions on a year for year basis as follows: addition full-time paid related employment for the required education.
Certification: None required, but BICSII Certification is preferred.