Network Operations Center Technician

University of Wisconsin Madison•Madison, WI

21h•Remote

About The Position

The Division of Information Technology (DoIT) is seeking a motivated individual who enjoys real-time problem solving and wants to make a meaningful impact every day. As part of our Systems and Networking Control Center team, the Network Operations Center Technicians serve as the frontline guardians of UW-Madison’s digital environment. Our technicians monitor hundreds of critical IT systems and networks—responding quickly and help ensure seamless connectivity 24/7/365. In this role, you’ll oversee the health and performance of services and infrastructure that supports students, faculty, researchers, and partners across Wisconsin and beyond. This position is scheduled to work third shift, Monday through Friday, from 11:30 p.m. to 7:30 a.m. An initial training period of up to six months is required, during which flexible scheduling may be available Monday through Friday. Annual holiday shift assignments and participation in on-call rotations may also be required. This position is eligible for any of the following: 100% remote work; partial remote work; or fully on-site. Remote work requires an approved flexible work arrangement (FWA), which is reviewed and approved annually. An FWA requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer. Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee.

Requirements

Foundational networking knowledge, including an understanding of the OSI model, TCP/IP, subnets/VLANs, and routing/switching concepts.
Basic familiarity with major server operating systems, but primarily Linux and Windows Server environments, including command-line comfort and routine troubleshooting.
Strong understanding of ITIL or similar principles ( ISO/IEC 20000, COBIT, etc.) and hands-on experience using IT service management platforms (such as Cherwell, ServiceNow, Ivanti Neurons, etc.) to handle system monitoring and service request processing.
Strong operational awareness, including the ability to follow runbooks, monitor complex infrastructure, escalate appropriately, and communicate clearly in a 24×7 operations setting.
Hostmaster fundamentals, including familiarity with DNS concepts (zones, records, delegation), DHCP basics, and the ability to perform routine updates and troubleshooting in enterprise DNS/DHCP environments.

Nice To Haves

Operational knowledge of working in a large and complex IT environment, with highly specialized and decentralized service delivery departments, and a wide variety of constituent stakeholders at all levels of the organization (departmental technologists up to the CIO).

Responsibilities

Monitors hosted systems using a variety of vendor supplied, off-the-shelf, and custom built tools and addresses alerts according to established protocols
Monitors multiple communications channels including chat rooms, email, and telephones for information and updates related to incident response or planned state changes to systems that would require adjustments to normal response procedures
Makes necessary changes to the campus domain name system (DNS) system following established industry standard Hostmaster protocols based on customer requests
Makes necessary changes to enterprise storage systems based on established protocols and requests
Monitors local and wide area networks using a variety of vendor supplied, off-the-shelf, and custom built tools and addresses alerts according to established protocols