Emory University Network Analyst/Tech Sr in atlanta, Georgia

Description

Job Summary

The Network Analyst/Tech Sr is a central university office position that supports the configuration, installation, maintenance and troubleshooting of network services and devices. He/she interacts with others to resolve issues within a timely manner. He/she applies knowledge of network systems, applications, and network infrastructure to provide technical expertise for network infrastructure designs, expansions and configurations. This position maintains 24 x 7 coverage and support, including on-call support, to assist with restoring service and maintaining agreed upon service levels. He/she has strong technical aptitude about troubleshooting and testing activities related to network services. He/she has the aptitude to perform troubleshooting, testing, scripting and coding. He/she assists with systems, provides support without direction, and support modifications/changes to configuration. The Network Analyst/Tech reports to the NOC Manager, Network Services or run-RUN Manager, Network Services or Build Manager, Network Services.

Job Duties

Installs, configures, maintains and troubleshoots network services and devices.

  • Participates in work orders and trouble ticket activities to perform and/or assist with moves, adds, changes and installs.

  • Monitors, reviews, assigns, updates and manages incident tickets and service requests in assigned ticketing systems to ensure tickets are resolved within Service Level Management guidelines.

  • Perform equipment refreshes to provide sufficient customer capacity.

  • Respond to network service and device failures and alarms to ensure problems and errors are repaired and service level expectations are met.

  • Participate in 24 x 7 incident response to ensure systems functionality and availability.

  • Monitor voice, data and wireless systems to ensure alerts and applications function properly.

  • Performs troubleshooting to clear or identify issues at the Open Systems Interconnection layers 1 through 3 (i.e., Physical, Data Link and Network).

  • Perform technical inspections of network protocols, packets, and layers to resolve network and application issues.

  • Interact as an Information Technology (IT) peer to assist with system documentation and troubleshooting of enterprise services using Network Services as a utility.

  • Utilizes system tools (e.g., Domain Name System [DNS], DHCP, etc.) to review available IP addresses and to fulfill IP address assignment requests, and completes the IP address registration process to update DNS and to support network management activities.

  • Administer and configure networking services, security systems and management and monitoring systems.

  • Administer, and modify custom network services monitoring and management applications across a wide array of server and service technologies in order to meet business outcomes.

Interacts with others to resolve issues.

  • Consults with customers to determine their needs, identify issues, and to resolve problems and network related issues

  • Collaborates with customers and project teams to provide technical expertise for network infrastructure designs, expansions and configurations. Explain and clarify end-user configurations required for Emory Enterprise network services.

  • Interact with Field Technicians, Telephony, and other Engineers to resolve issues with installs, configurations and repairs.

  • Interact with other LITS and Emory staff to resolve network issues and service interruptions.

  • Manages technical troubleshooting bridge during critical and high priority issues to provide technical assistance and to drive issues to resolution.

  • Interact with customers to manage SLAs, prepare change management notifications and to provide impact summaries outlining details and timelines.

  • Interact with vendors to coordinate work, authorize and monitor network access, enhance performance and troubleshoot issues, and to enforce Emory standards.

  • Interact with department managers, directors, customers, and Information Technology (IT) peers to assist with business relationship management.

  • Participates in service transition by ensuring the services are properly documented and is ready to take part in operations.

  • Utilizes systems of documentation necessary to efficiently track and manage enterprise network services resources across multiple documentation platforms.

Performs inspections and upgrades.

  • Performs code upgrades to ensure software is up-to-date.

  • Installs patches for system glitches to upgrade equipment functionality.

  • Inspects network equipment and equipment rooms to prevent environment-related issues and hardware failures.

  • Upgrades obsolete equipment to ensure communications systems are up-to-date, reliable and current with the latest technology.

Develops and maintains documentation.

  • Document/diagram new engineered solutions, installs, upgrades and all changes to existing services to ensure records of work performed are maintained.

  • Writes and maintains basic to intermediate level scripts for monitoring equipment to provide accurate reporting and automation for troubleshooting.

Knowledge, Skills, and Abilities

  • Strong written and verbal communication skills.

  • Excellent Technical aptitude.Skilled in troubleshooting. Able to simultaneously evaluate multiple systems and identify relationships in order to identify root cause and apply appropriate solution

  • Ability to interact with technical and non-technical people.

  • Ability to be team-oriented.

  • Ability to coach and train team members.

  • Ability to manage work efforts independently.

  • Knowledge of processes and procedures such as Information Technology (IT) change management, incident management, and other Information Technology Infrastructure Library (ITIL) fundamentals.

  • Ability to perform related responsibilities as assigned.

Required Education and Experience

  • Associates or Bachelors in Computer Science, Computer Engineering or related field or 3-5 years of NOC or Engineer experience managing and monitoring network services

  • Working knowledge of Information Technology Infrastructure Library (ITIL) Foundations v3 practices. V3 Foundations certification preferred.

  • CCNA or other network certification preferred.

  • Good working experience and familiarity with network packet analyzer/sniffers or related tools.

  • Working knowledge of the command line interface

  • Working knowledge of SMARTS, Netcool, Solarwinds, or equivalent systems

  • Familiarity with DNS BIND, Wireless and VoIP

  • Valid Georgia driver's license and an insurable driving record.

JOB DESCRIPTION: This is a central university office position Responsible for voice, data and wireless engineering for Emory Enterprise communications systems. Configures, installs, maintains and troubleshoots network services and devices. Interacts with customers and project teams to provide technical expertise for network infrastructure designs, expansions and configurations. Interacts with customers to explain and clarify end-user configurations required for Emory Enterprise communications systems. Provides 24 x 7 on-call support to assist with restoring service. Documents and diagrams engineered solutions to ensure records of work performed are maintained. Performs code upgrades to ensure software is up-to-date and installs patches for system glitches to upgrade equipment functionality. Inspects network equipment and equipment rooms to prevent environment-related issues and hardware failures. Performs equipment refreshes to provide sufficient customer capacity. Writes scripts for monitoring equipment to provide accurate reporting and automation for troubleshooting. Installs new switching equipment to meet system needs and growth demands. Upgrades obsolete equipment to ensure communications systems are up-to-date, reliable and current with the latest technology. Installs fiber, trunks and circuits to provide connectivity to new sites and systems. Installs voice and data applications to ensure communications services function as designed. Responds to systems failures and alarms to ensure problems and errors are repaired and service level expectations are met. Monitors voice, data and wireless systems to ensure alerts and applications function properly. Participates in 24 x 7 incident response to ensure systems functionality and availability. Interacts with customers to manage SLAs, prepare change management notifications and to provide impact summaries outlining details and timelines. Designs networks for customers to ensure network functionality meets business needs, performance expectations and Emory standards. Interacts with vendors to coordinate work, authorize and monitor network access, enhance performance and troubleshoot issues, and to enforce Emory standards. Performs related responsibilities as assigned.

MINIMUM QUALIFICATIONS: A bachelor's degree in IT or related field and two years of relevant IT experience in network engineering, PC hardware support, network server administration, voice technology engineering, OR an equivalent combination of education, training, and/or experience. Valid State of Georgia Driver's license and insurable driving record. DATE REVIEWED/CREATED/MODIFIED: 11/12/10 JB

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Job Number 19776

Job Type Regular Full-Time

Division LITS: Library and IT Services

Department LITS: Network Engineer -Build

This position may involve the following Health and Safety issues: Not Applicable

Job Category Information Technology

Emory University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all applicable Federal and Georgia State laws, regulations, and executive orders regarding nondiscrimination and affirmative action in its programs and activities. Emory University does not discriminate on the basis of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Inquiries about this statement should be directed to the Office of Equity and Inclusion, 201 Dowman Drive, Administration Bldg, Atlanta, GA 30322