What are the responsibilities and job description for the Networking Analyst position at University of North Carolina at Chapel Hill?
Posting Information
Department
ITS - Customer Experience-607000
Career Area
Information Technology
Is this an internal only recruitment?
No
Posting Open Date
11/05/2024
Application Deadline
02/11/2025
Position Type
Permanent Staff (SHRA)
Position Title
Networking Analyst - Advanced
Salary Grade Equivalent
IT07
Working Title
Networking Analyst
Position Number
00051250
Vacancy ID
P019803
Full-time/Part-time Permanent/Time-Limited
Full-Time Permanent
If time-limited, estimated duration of appointment
Hours per week
40
Work Schedule
Monday-Friday, 7:30AM-4:30PM
Work Location
CHAPEL HILL, NC
Position Location
North Carolina, US
Hiring Range
$94,767 - $110,000
Pay Band Information
To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet.
Position Summary Information
Be a Tar Heel!
A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation’s top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.
One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.
University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.
Primary Purpose of Organizational Unit
ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.
Position Summary
This position is a 100% remote work arrangement, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside in North Carolina, within a reasonable commuting distance of their assigned duty station.
The Network Analyst position in telecommunications offers advanced technical support and solutions for the University’s telecommunications systems. This role requires a broad and extensive technical background and knowledge of telephony services and features, and most importantly, the ability to perform (and adapt as they change) system administrator roles for diverse, carrier-grade, service provider (hosted) soft-switch, or cloud voice platforms. The Network Analyst is capable, knowledgeable, and responsive. This role provides resolution for incidents and solutions for service requests – ’MACD’s (moves/add/changes/disconnects) – that are submitted through the UNC customer support tool for desktop and mobile soft clients (software), hunt groups, voicemail, voicemail automated attendant, and call center applications.
Responsibilities:
The Network Analyst position in telecommunications offers advanced technical support and solutions for the University’s telecommunications systems. This role requires a broad and extensive technical background and knowledge of telephony services and features, and most importantly, the ability to perform (and adapt as they change) system administrator roles for diverse, carrier-grade, service provider (hosted) soft-switch, or cloud voice platforms. The Network Analyst is capable, knowledgeable, and responsive. This role provides resolution for incidents and solutions for service requests – ’MACD’s (moves/add/changes/disconnects) – that are submitted through the UNC customer support tool for desktop and mobile soft clients (software), hunt groups, voicemail, voicemail automated attendant, and call center applications.
Responsibilities:
- Consultation and Support: Provide thoughtful consultation, recommendations, training, and solutions in response to service requests, incidents, emails, phone calls, or other forms of engagement requesting service or support.
- Telecommunication Services: Involved in every stage of planning, consultation, implementation, support, and troubleshooting for current and new services or features for all Telecommunication services, including Voice over IP (VoIP) phone systems and analog phone systems providing emergency phone lines.
- Enterprise Changes: Participate in planning, organizing, development, and implementation for changes that impact the enterprise, such as telephony system changes, software changes, or service provider changes. This often translates to complex number porting, database redesign, and significant and complex projects and communication planning.
- Incident Resolution: Provide resolution for incidents and solutions for service requests (MACD’s) submitted through the UNC customer support tool for desktop and mobile soft clients, hunt groups, voicemail, voicemail automated attendant, and call center applications.
- New Features and Services: Support new features and services, often providing consultation and feedback during development, with individual and self-paced and self-guided training.
- Telecommunications Technology Changes: Assist and support the Telecommunications manager, peers, customers, and vendors as needed to plan, organize, implement, train, communicate, and support all Telecommunications technology changes, including service provider changes, phone system changes, phone number porting, hardware, and software changes, and more to support significant telephony enterprise changes and/or troubleshooting.
- Customer and Vendor Interface: Interface directly with UNC customers, including business managers, department heads, IT managers, and IT staff, as well as outside vendors for project coordination.
- Project Management: Schedule and lead project meetings and implementations.
Minimum Education and Experience Requirements
Bachelor’s degree in Computer Science, Computer Information Systems, Computer Engineering, Electronics, or related technical degree from an appropriately accredited institution; or a
- Bachelor’s degree from an appropriately accredited institution and one year of networking related experience such as network design, analysis or network management; or
- Associate’s degree in Electronics or Networking Technology and one year of networking related experience: or an equivalent combination of education and experience.
- Journey level requires an additional one year of experience.
- Advanced level requires an additional two years of experience.
Required Qualifications, Competencies, and Experience
Demonstrated experience with the implementation and support of VoIP phone systems.
Demonstrated ability to support current and future technologies for telecommunications.
Ability to set priorities effectively and resolve competing demands.
Strong interpersonal skills and ability to effectively communicate with technical staff and non-technical partners.
Advanced technical knowledge and ability to work independently with little to no supervision.
Easily adaptable to change.
Responsive and customer oriented.
Excellent analytical, problem solving, written and verbal communication skills.
Ability to be creative, flexible, and an innovative team player.
Demonstrated ability to support current and future technologies for telecommunications.
Ability to set priorities effectively and resolve competing demands.
Strong interpersonal skills and ability to effectively communicate with technical staff and non-technical partners.
Advanced technical knowledge and ability to work independently with little to no supervision.
Easily adaptable to change.
Responsive and customer oriented.
Excellent analytical, problem solving, written and verbal communication skills.
Ability to be creative, flexible, and an innovative team player.
Preferred Qualifications, Competencies, and Experience
Experience with Clearspan Cloud solutions.
Experience supporting the setup and maintenance of Clearspan (Mitel) VoIP phone devices and Mediatrix Analog Terminal Adaptors.
Experience supporting Higher Education Telecommunications/Voice Services.
Experience supporting the setup and maintenance of Clearspan (Mitel) VoIP phone devices and Mediatrix Analog Terminal Adaptors.
Experience supporting Higher Education Telecommunications/Voice Services.
Required Licenses/Certifications
Special Physical/Mental Requirements
Be able to work in high stress conditions, often requiring overtime, either due to an unplanned outage or due to a planned, but complex project requiring significant change.
Campus Security Authority Responsibilities
Not Applicable.
Position/Schedule Requirements
Salary : $94,767 - $110,000
