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Summary/Objective

*This is a full-time, hybrid position. During your 6-month probationary period, you will be required to work on-site for at least 3 days per week at Merit?s office location in Ann Arbor, MI. Following, working on-site will be required for a minimum of 2 days per week.

The Network Operations team plays a critical role in ensuring the seamless operation of high-performing network services, infrastructure, and security for Merit members, customers, and staff. Reporting to the Director of Network Operations, you will be central to the success of Merit's technical initiatives. You will be responsible for supporting the installation of network infrastructure, thereby influencing the technical direction and operational efficiency of both Merit staff and community.

In this role, you will be tasked with delivering superior network performance by maintaining and optimizing routers, switches, optical transport systems, and wireless network equipment. You will support the Network Engineering Team as they work to resolve complex technical issues, ensure robust network security, and provide exceptional customer service. Your contributions will be vital in enhancing the overall network reliability and supporting Merit's mission. 

The ability to travel occasionally across Michigan, Wisconsin, Indiana, Ohio, Illinois, and Minnesota is essential, as you will support Merit's expansive network infrastructure in these regions. You will also collaborate closely with cross-functional teams and external vendors to drive continuous improvement and innovation in network services. 

Essential Functions for this position are followed by an (E). 

Operational Support Activities (60%):

• Install and maintain network routers, switches, optical transport, line of sight wireless network equipment, and test probes for a regional network service provider. (E)
• Test, repair and provision of telecommunication and fiber circuits. (E)
• Assist with technical support in commissioning, installing, testing, and maintaining Merit's network infrastructure. (E)
• Provide support of infrastructure including installation, configuration, testing, troubleshooting and documentation. (E)
• Operate a Merit vehicle to deliver, configure, install and repair infrastructure equipment at Merit's various network locations. (E)
• When necessary, escalate incidents with vendors to resolve issues relating to service performance, functionality and availability. (E)
• Perform on-call support for production systems/applications, including problem investigation, escalation, resolution, and communication with Merit?s Support Center. (E)
• Responsible for asset tracking and database updates. 
• Deliver a highly customer focused service to Merit members, external and internal customers and Merit staff -- to exceed their expectations both in technical resolution and customer service. Be able to understand issues from the customer?s perspective, assess the urgency of requests, and respond accordingly. (E)
• Provide customer education/assistance and technical support as required. (E)
• Support Sales quoting and orders, including meeting on site with members, phone consultations and developing Scope of Work plans for members. 
  
   

Network Engineering Planning & Project Activity (20%):

• Participate in network engineering planning and governance/change management teams. (E)
• Work with vendors and internal groups to address issues and determine upgrade options to meet demand.
• Work with research partners and vendors on network research projects.
• Support infrastructure projects to ensure outcomes are consistent with expectations.
• Assist in developing project plans, task lists, time lines, deployment plans and rollback procedures.
  
   

Miscellaneous (20%):

• Establish group subject matter expertise in infrastructure platforms, back up, and participate in knowledge transfers with other team members. (E)
• Provide operational/supplemental analysis and reporting as needed for operations, IT and finance partners. 
• Participate in professional development activities to continually improve skills and knowledge in the areas of networking services and customer service. 

Other Duties

Please note this job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

Supervisory Responsibility

This position has no supervisory responsibilities.  

Work Environment

Requires occasionally working outdoors, exposed to all weather conditions in addition to operating in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, cloud-based systems, and AV/teleconferencing software & equipment.

Physical Demands

The physical demands described here are representative of those that must be met by you (with or without accommodations) to successfully perform the essential functions of this job.

You must frequently work at a computer station, answer telephone calls, emails, and other forms of customer/client communication. You may, on occasion, be required to move items of various sizes and weights of up to 50 lbs throughout the office or building.

• Must be able to successfully complete a Motor Vehicle Record check through University of Michigan Transportation Services
• Bachelor's Degree in a technical or computer related field or equivalent combination of education and experience
• Willingness to work overtime on short notice when required and participate in on-call duties
• Ability to contribute and collaborate effectively within a team environment
• Strong interpersonal and communication skills with the ability to interact across all organizational levels comfortably
• Demonstrated written communication skills, tailored to various audiences
• Experience building and maintaining strong working relationships with customers, organizations, vendors, management, and peers
• Ability to engage positively with both technical and non-technical audiences
• Experience with technical tools, updating database software, Microsoft Word, Microsoft Excel and Adobe Acrobat Pro
• Strong hardware knowledge and problem-solving skills
• Proficient at using email, shared calendaring, and other collaborative applications
• Self-motivated, team-oriented, and capable of independent work
   

• Experience with a 24x7 environment relating to service support policies and procedures
• Experience with LAN/WAN systems and essential networking protocols like TCP/IP
• Experience in network monitoring and management tools with a focus on troubleshooting and service issue resolution 
• Experience with network monitoring/analysis tools 
• Optical network knowledge and experience
• Experience working in a security operations center and being part of an incident response team
• Experience working with educational and public sector nonprofits
• Experience with diagnostic tools relevant to network performance
• Experience in documentation management 
• Experience in creating network diagrams using software tools

This is a full-time, hybrid position. Though the typical work schedule is 8am -5pm, Monday through Friday for most staff, your work schedule will be determined with your supervisor and may change if necessary.

During your 6-month probationary period, you will be required to work on-site for at least 3 days per week at Merit's office location:

880 Technology Dr., Suite B 

Ann Arbor, MI 48108

Following, working on-site will be required for a minimum of 2 days per week determined in partnership with your supervisor. In addition, ad-hoc on-site meetings and events may be needed with adequate notice provided. 

Positions that are eligible for hybrid or remote work modes are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

There may be some occasional work required outside of the established schedule, which may include evenings, weekends and holidays.  

Travel

Local, state-wide, and occasional nation-wide travel in support of the fiber network within Michigan, Wisconsin, and Minnesota is required.

The University of Michigan is an equal employment opportunity employer.