Lead Technician, Network Services

Pepperdine University•Malibu, CA

1d•Onsite

About The Position

The Lead Technician oversees and helps to maintain the University’s cable plant, telephone system, voicemail system, data network service, IT billing system, and other services. This position's primary role is the maintenance and support of the University's physical network infrastructure.

Requirements

High School Diploma.
Minimum of seven (7) years of progressively responsible experience in telecommunications, networking, or a related technical field.
Demonstrated experience leading projects, coordinating technical work, or serving as a lead resource on telecommunications or network initiatives.
Cisco CCNA certification or equivalent experience required.
Ability to install, maintain, support, repair, analyze, diagnose, and test telecommunications and data equipment, services, appliances, rack systems, and other associated hardware to meet or exceed established procedures and best practices.
Ability to install, test, and repair appropriate network, telecommunications, and data cabling and wiring.
Ability to maintain tools and equipment.
Strong customer service skills.
Strong communication and relationship building skills to work with internal and external stakeholders and vendors.
Good verbal and written communication skills, will be a true team player with a commitment to success, and will be able to thrive in a fast-paced, rapidly-changing network environment.
A high level of proficiency in rapidly identifying, meticulously analyzing, and effectively troubleshooting the root cause of complex technical problems across diverse systems and platforms. This involves systematic investigation, diagnostic testing, and logical deduction to pinpoint the exact source of an issue.
The ability to resolve problems is executed with autonomy and confidence, or through efficient escalation and collaborative management of the resolution process. This includes proactively engaging with and coordinating solutions among internal IT colleagues, direct supervisors, and various external third-party vendors to ensure a timely and complete restoration of service or functionality, maintaining clear communication throughout the lifecycle of the issue.
Experience installing, monitoring, and maintaining structured cabling systems, rack infrastructure, and related telecommunications equipment.

Nice To Haves

Associate’s degree in Telecommunications, Information Technology, or a related field, or an equivalent combination of education and experience.
Eight (8) or more years of experience in telecommunications or networking environments.
Experience mentoring or providing technical guidance to team members.
Cisco certification (CCNA).
Experience supporting enterprise-level telecommunications and VoIP systems.
Familiarity with network monitoring tools and telecommunications management systems.
Experience supporting multi-site or large-scale telecommunications environments.
Knowledge of industry standards and best practices.
Minimum of 5 (years) years of experience managing a Cisco VoIP telephone system in an enterprise.
Experience using network diagnostic tools, monitoring systems, and ticketing platforms.

Responsibilities

Assigns technicians or performs work to move, add, modify, or disconnect network, phone, or other services to client workstations, offices, and other locations.
Uses various technical tools to monitor the voice/data networks performance and performs network device configuration and maintenance.
Performs both telecommunication and data communication duties in a team environment with a high focus on customer service to the University community.
Schedule flexibility: Planned maintenance and emergency repairs will occasionally occur after hours and on weekends.
Confirmed availability, via a rotation with their group, to be on-site at events at the University's athletics arena which are typically after hours and on weekends.
Provides Tier-1 and Tier-2 technical support and troubleshooting of voice/data networks, data electronics, cable plant, and other infrastructure and systems.
Reviews, assigns, and/or resolves trouble tickets and support service requests.
Collaborates with phone/data vendors, service providers, and local exchange carriers to solve voice network and WAN/Internet outages on behalf of University clients.
Creates and maintains documentation such as network maps, databases, technical data and procedures, and other reference guides in a timely manner as part of the completion of individual technical service jobs and as ongoing improvement projects.
Maintains the IT Billing systems database.
Processes work orders for phone, voicemail, network, and other assigned requests, entering departmental charges into the system.
Provides cost estimates to customers for work requests, e.g. installation of equipment Performs billing audits to ensure that recharges are within the standards set by IT leadership.
Represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
Develops and maintains strong partnerships with campus personnel and departments, as well as with external vendors and service providers, to assure current and future operational success.
Works with high integrity to maintain the trust of the University community.
Reviews and submits regular, timely, and complete paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices.
Keeps personal and shared workspaces clean and organized.
Provides backup support and assistance to other team members.
Collaborates with co-workers and University colleagues on departmental, division-wide, and institutional projects.
Shares process information and makes informal recommendations on how to improve processes and overall job execution within the team/department.
Attends training sessions, vendor presentations, user group meetings, conferences, and seminars.
Engages regularly in individual professional development related activities to remain current with industry technology trends and work processes.
Volunteers to undertake tasks that stretch the employee's capabilities.
Serves on various committees within the Information Technology division.
Participates in external University committees.
Performs other related duties as assigned.
Understands and supports the Christian mission of the University.
Upholds the University mission through team, location, atmosphere, and work performed.