Network Operations Center Technician
About The Position
The Division of Information Technology (DoIT) is seeking a motivated individual for the Network Operations Center Technician role. This position is on the Systems and Networking Control Center team, serving as frontline guardians of UW-Madison’s digital environment. Technicians monitor hundreds of critical IT systems and networks, responding quickly to ensure seamless connectivity 24/7/365. The role involves overseeing the health and performance of services and infrastructure supporting students, faculty, researchers, and partners. This position is scheduled for third shift, Monday through Friday, 11:30 p.m. to 7:30 a.m., with a potential initial training period of up to six months. Annual holiday shift assignments and on-call rotations may be required. The position is eligible for 100% remote work, partial remote work, or fully on-site, with remote work requiring an approved flexible work arrangement (FWA) and the candidate providing their own high-speed internet and phone.
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 24x7 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
Benefits
- generous vacation, holidays, and sick leave
- competitive insurances and savings accounts
- retirement benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
