Senior Network Services Technician - OIT

Emory•Atlanta, GA

2d•Onsite

About The Position

Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the excellence of our academic community. This role involves installing, activating, and repairing campus voice, data, and wireless services. The technician will respond to work orders and trouble tickets for moves, adds, changes, installations, and service repairs. Responsibilities include installing communications wiring, labeling, and performing tests according to industry standards. The position requires interaction with various teams and customers to troubleshoot issues, resolve problems, and ensure service delivery. The technician will utilize tracking tools to manage and document work, maintain on-call status for 24x7 coverage, and perform customer walk-throughs to assist in developing work orders. This role also involves preparing for moves, establishing new connections, and inspecting communications closets for security and safety. Maintaining campus emergency and elevator phones, personal toolkit bags, and FS vehicles are also part of the duties. Accurate pricing for work performed and closing out trouble tickets are essential for proper billing and service verification.

Requirements

A high school diploma and two years of relevant IT experience, OR an equivalent combination of education, training, and/or experience.
Building Industry Consulting Services, Int'l minimum level 1.
Ability to lift up to 50lbs.
Ability to bend, stoop, and twist.
Valid Georgia driver's license and an insurable driving record.

Responsibilities

Installs, activates and repairs campus voice, data and wireless services.
Responds to work orders (WOs) and trouble tickets to perform moves, adds, changes and installs and to repair interrupted service.
Installs communications wiring and labels and performs testing in accordance with internal IT and Industry standards.
Interacts with Coordinators and customers to clarify work details and to troubleshoot issues.
Interacts with Switch Technicians and Data Engineers to resolve issues with installs, repairs and port assignments.
Utilizes automated tracking and management tools (e.g., MySoft, etc.) to update status, report details and to complete work assignments.
Interacts with Operations Center staff to resolve network issues and service interruptions.
Interacts with customers to determine needs and issues.
Provides equipment demonstrations to explain operations.
Maintains on-call status to ensure 24 x 7 coverage and to respond to emergencies.
Interacts with Coordinators to initiate on-site changes to WOs and to maintain flexibility.
Performs on-site customer walk-throughs to assist with developing effective WOs.
Prepares for moves to coordinate equipment needs, clarify instructions and gather resources (e.g., department staff, etc.).
Moves communications services to provide existing service levels at new locations.
Establishes new voice and data connections to provide customers with new service.
Interacts with Coordinators to update and change WO instructions.
Conducts wiring installs to provide connections from communications closets to the workspace.
Inspects communications closets to ensure security, safety and cleanliness.
Evaluates communications closet configurations to recommend data switch port upgrades.
Maintains FS vehicles to ensure safety and operability.
Maintains campus emergency and elevator phones to ensure service levels and safety.
Maintains personal FS toolkit bags to ensure tool functionality and to ensure tool bags are sufficiently equipped for meeting WO demands.
Utilizes MySoft to update WOs and to document and track work status for meeting service level requirements.
Applies accurate prices for work performed to WOs to ensure proper billing.
Closes out trouble tickets to verify issues have been corrected.
Performs other related duties as required.