To apply for this position, please include a copy of your resume and cover letter (make this the first page of your resume) and click the Apply Now button above.
Please note: We are posting at the Senior level, but we will consider filling it at the Intermediate level depending on your qualifications, experience, and education. The salary range of $57,000-$62,000 does not apply at the intermediate level. Your salary will be determined by your qualifications, experience, and education.
JOB SUMMARY *
Come join a team of passionate individuals at a non-profit serving Michigan’s public universities, colleges, K-12 organizations, libraries, state government, healthcare and other Michigan non-profit organizations for over 53 years!
The Merit Support Center (MSC) provides 24/7 365-day first level support for all Merit services including network connectivity, cloud services, and other services as well as administrative support to Merit Members and Customers.
The MSC is a combined environment of Network Operations and support for services that Merit delivers over the network. As such, the MSC Associates/Analysts must have a strong technical background in networking and customer support.
MSC Associates/Analysts work under the supervision of the Senior MSC Manager & the MSC Manager. MSC Associates/Analysts 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 Associates/Analyst need to handle reliably include: networking components (routers, switches, fiber or leased circuits, power equipment), IT infrastructure including servers and applications, and other Merit services.
While the MSC Associate/Analyst must be able to work independently, they are also part of a collaborative team that works together to solve issues both small and large. MSC Associates/Analysts are part of the Technology Operations team which includes Merit’s IT and Network Engineering departments. This relationship offers the unique opportunity to learn and grow in an environment with the help of resources from the various departments.
To learn more about Merit Network, please visit our website: https://www.merit.edu/
WHAT YOU'LL DO *
Essential functions for this position are followed be an (E).
As the MSC Analyst, this position’s key responsibilities include:
Approximately 80% of the MSC Analyst’s time & duties are needed to: • Deliver a highly customer focused service to Merit Members, external and internal Customers, and Merit Partners -- to exceed their expectations both in technical resolution and customer service. Be able to see issues from the customer’s perspective and assess the urgency of requests and respond accordingly. (E) • Efficiently monitor multiple alarm systems, responding to alerts in a timely and effective manner. Perform moderately complex testing, analysis, and repair of Merit services. (E) • Be able to solve problems at different levels, often multitasking to solve moderate and complex problems. Be able to handle several problems at one time. (E) • Identify complex problems and review related information to develop and evaluate options and implement solutions; in such areas as IT and network configurations, DNS administration, fiber and circuit infrastructure and documentation, and monitoring tool applications. (E) • Be able to communicate clearly and concisely as appropriate to differing audiences. (E) • Create service tickets and maintain up-to-date "next step" analysis for those tickets. Service ticket updates and all communication should be quality updates which are concise and complete. Ensure that service issues are triaged, worked, and escalated effectively with Merit internal teams, Merit Customers, Members and Service Providers to resolve service issues with minimal customer impact in accordance with established processes and procedures. (E) • Ensure timely and frequent communication to both customers and internal teams to ensure availability issues are understood and on target for resolution. (E) • Be able to work both as an individual and in a team setting; taking over problems-in-progress at the beginning of a shift, and leaving problems in an effective state at the end of a shift. Work as a team to create a positive, collaborative, professional, and hard-working environment. Be able to develop and maintain positive and cooperative relationships; interacting in a friendly, open, and honest manner. (E) • Have regular attendance and timeliness to designated work hours. (E)
Approximately 20% of the MSC Analyst’s time & duties are needed to: • Embrace and drive change by adopting practices to improve work processes, enhance Customer and staff satisfaction and ensure excellence in daily work. Generate new ideas to improve MSC process, procedures and toolsets that lead to better efficiency and effectiveness of the MSC and Merit overall. Develop and follow best practices and procedures and share knowledge with team members. • Participate in professional development activities and work to continually improve the Analyst's own knowledge and skills in the areas of customer service, network, fiber, and IT infrastructure and services. • Teach, train, and mentor other Analysts to improve MSC knowledge and capabilities.
SKILLS YOU HAVE *
Required Qualifications • Bachelor’s degree in an IT, Networking or related field and/or equivalent combination of education, certification and experience. • Candidate should have experience and ability to work fixed schedules outside of normal business hours, to work holidays and a changing schedule. • Three years with strong customer service background and demonstrated organizational skills. • Experience continually improving an organization's capability, effectiveness, and reputation. • Ability to interact with technical and non-technical customers in a positive and supportive manner regardless of circumstances. • Must be self-motivated and work well within a team environment and also have the ability to work independently. • Be a continuous learner. Have the ability to learn and enjoy learning new things. • Intermediate knowledge and experience in the following networking areas: o Troubleshooting - Traceroute, pings, iperf/perfsonar, packet sniffers, and looking glass servers. o Understanding of basic networking TCP/IP. ARP Tables, SSL, SSH. o Familiarity with the “Command Line Interface (CLI)” for Windows, Linux, Cisco IOS, and Juniper JUNOS.
MSC Associate (Junior Level): The following are requirements for the Junior Analyst position. • Proficient with Microsoft Excel and Word or its Google App equivalent. • Proficient at using email, shared calendaring, and other collaborative applications. • Demonstrated communication ability in writing skills (e.g., reflecting sensitivity to tone, audience, and organizational politics). Strong interpersonal and verbal communication skills. • Demonstrated excellence at maintaining strong working relationships with multiple customers, organizations, vendors, management, and peers. • Ability to manage multiple issues in a fast-paced environment. • Knowledge of host-based services and some understanding of UNIX and/or Windows. • Basic knowledge of Internet Addressing, administration, and troubleshooting (IPv4 & IPv6).
MSC Analyst (Intermediate Level): Analysts should fill the Junior Level requirements above and also have knowledge and experience in at least four of these listed areas. • DNS administration and troubleshooting • Fiber Infrastructure • Dynamic and Static IP routing protocols including BGP, OSPF. • Security operations including general threat analysis, firewall management • Subnetting, ACLs, and NATing • Interface Configurations - Turning up and routing interfaces (CISCO, Juniper) • Experience with a trouble ticketing system and workflow. • Network-based service monitoring and management tool experience with focus on troubleshooting and service issue resolution.
Senior Analyst Level: Senior Analysts should fill the Junior and Analyst Level requirements above and also meet the following requirements as well. • Ability to implement ACL changes. • Ability to implement routing changes and configurations on edge routers. • Ability to turn up port configurations on both Juniper and Cisco devices. • Ability to assist network engineers with low level configuration changes on Juniper and Cisco devices. • Ability to vet technical tickets for escalation to 2nd level engineers. • Ability and availability to join on-call rotation as needed. • Cisco certification or equivalent experience. • Juniper certification or equivalent experience.
Desired Qualifications • Knowledge of network services such as: o Voice over IP technologies o Internet Routing Registries o MPLS, and VLANS • Computer Programming or Scripting experience. • Experience with 24x7 environment relating to service support policies and procedures. • Knowledge and experience with outside and inside plant fiber optic infrastructure. • ITILv3 Foundations Certification. • Experience working with higher education, K-12 educational institutions, libraries, research institutions and other public sector non-profit organizations a plus.
UNDERFILL STATEMENT *
We are posting at the Senior level, but we will consider filling it at the Intermediate level depending on your qualifications, experience, and education. The salary range of $57,000-$62,000 does not apply at the intermediate level. Your salary will be determined by your qualifications, experience, and education.
ADDITIONAL INFORMATION *
We are committed to offering a high-quality benefits package to support staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, multiple dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, multiple early childhood centers, time away from work and work-life programs to promote balance. Learn more at http://careers.umich.edu/benefits/
Relocation assistance is not available for this position.
The physical demands described here are representative of those that must be met by you (with or without accommodations) to perform the essential functions of the job.
You must frequently work at a computer station, answer telephone calls, emails, and other forms of customer/client communication. You may on occasion move items of varying sizes and weights throughout the office or building.
Travel may be required.
The University of Michigan/Merit Network conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third-party administrator to conduct background checks. Background checks will be performed in compliance with the Fair Credit Reporting Act.
Job openings are posted for a minimum of seven (7) calendar days. This job may be removed from posting boards and filled any time after the minimum posting period has ended.
CONTACT INFORMATION *
• If you have any questions regarding this job, please visit our website: https://www.merit.edu/about/careers/ • If you need assistance completing this application, please call (734) 615-2000, option 1
EEO/AA STATEMENT *
The University of Michigan/Merit Network is an equal opportunity/affirmative action employer.
Internal Number: 181199
About Merit Network, Inc.
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.