Position Purpose: The voice engineer contributes to the long-term development, installation, maintenance and operation of the University's Cisco Unified Communications, Cisco Contact Center Enterprise, and related network technologies.
Position will be responsible for providing voice network design, implementation, configuration and support for Cisco IP telephony and call center environments. Position will maintain the network devices supporting the VoIP services provided by the Telecommunications team and in general, the “edge” or customer facing equipment and services.
This position reports to an assigned Senior/Supervising Network Engineer Manager in Networking & Telecommunications in Information Technology, or directly to the Manager of Networking & Telecommunications.
This position will work with staff in Cyberinfrastructure Technologies, Information Security, Enterprise Systems, Administrative Systems and other campus divisions in coordinating services, providing support and providing appropriate guidance. Depending upon the seniority and experience, the engineer will also work with University vendors and partners,
The activities of this position must support the Mission and Goals of the University and Cyberinfrastructure Technologies and provide service to the community in a manner consistent with the University's customer service statement.
Essential Duties and Responsibilities: 1. Development, deployment and maintenance of voice infrastructure ? Uses knowledge of LAN/WAN/Voice systems to help design and install internal and external solutions ? Includes but is not limited to CUCM, UCCX, Unity, Voice Routers, Voice Gateways, IP Handsets, Softphones, Jabber, etc. ? Role in supporting network design is dependent upon experience, relevant skills and grade [Senior – Expected to actively seek to identify issues and improvements to current network design based upon needs of the university] ? Provides support in maintaining the inventory of assets ? Provides support in maintaining campus communication rooms ? Administer systems and servers related to the Unified Communications infrastructure ? Administer third party integrated systems and servers such as Informacast 2. Supports, operates, monitors, tests and troubleshoots hardware and software problems pertaining to the LAN/WAN/Voice infrastructure ? Tests and evaluates network systems to eliminate problems and make improvements ? Recommends and schedules repairs ? Performs problem analysis and resolution for network problems ? Gives support to other Information Technology staff in support of their job functions 3. Participation in Networking related projects ? Participates in networking projects or other campus groups’ projects where appropriate ? Role within project team (lead, participant, technical resource, etc.) dependent upon experience, relevant skills level and grade. 4. Provide end-user customer service and support ? Provide assistance to customers in the use of the campus data network ? Provide troubleshooting assistance to customer having difficulties with the campus data network ? Is proactive in notifying customers of outages, changes, updates and new features 5. Other duties as assigned ? Required to carry a cell phone and be accessible during off-hours ? Required to work non-standard hours to respond to failures, outages, projects and scheduled maintenance ? Accepts that on occasion and depending on the situation will be required to work beyond and in addition to the traditional work schedules/hours including project work and responding to failures ? Required to support the University during emergencies as needed to meet operational requirements ? Other duties/tasks as assigned by this person’s supervisor or manager GENERALGUIDELINES 1. Has knowledge of standard networking design, operation and use concepts, practices, and procedures. 2. Has knowledge and experience in the design, administration and maintenance of an enterprise Cisco Unified Communications Environment is critical. 3. Has knowledge and experience in operating network equipment including routers, switches, firewalls, load balancers, wireless access points and controllers and in operating network services including DNS and DHCP is desired. 4. Maintains operational stability of, provides technical support for and assists in the design of the University’s enterprise Cisco Unified Communications and related network infrastructure. 5. Provides tier 1 to 3 customer service and diagnostic and troubleshooting for this level of network issues/problems. 6. Maintains contact with customers and solicits feedback for improved services. 7. Prepares progress reports; informs supervisor of task and project status; and deviation from goals. Ensures completeness, accuracy and timeliness of all operational functions. 8. Recommends initiatives and implements changes to improve quality and services, including but not limited to: ? Identifying and determining causes of problems; developing and presenting recommendations for improvement of established processes and practices [Entry/Intermediate – Desired, Senior – Expected]. ? Maximizing productivity through use of appropriate tools; planned training and performance initiatives [Entry/Intermediate – Desired, Senior – Expected]. 9. [Entry and Intermediate] Relies on instructions and pre-established guidelines to perform the functions of the job. [Senior] Develops instructions and guidelines to perform the functions of the job. 10. Must be a “self-starter” and be able to proactively identify problems or potential problems and propose solutions. Initiative and creativity are valuable. 11. Keeps current on technology trends. 12. The University technology environment is very dynamic and challenging. Demonstrated ability to adapt to changes while working in a complex technology environment is required. 13. The activities of this position must support the Mission and Goals of the University and Information Technology and provide service to the community in a manner consistent with the University’s customer service statement.
Provides Work Direction: PROVIDESWORKDIRECTION Entry (I): Will provide direction to student network technicians. Intermediate (II): Will provide direction and/or mentor entry level network engineers and student network technicians. May be tasked with providing day-to-day operational direction to network team and coordinate team projects. Senior (III): Will provide direction and/or mentor entry and intermediate network engineers and student network technicians. Will be tasked with providing day-to-day operational direction to network team and coordinate team projects. RECEIVESWORKDIRECTIONFROM Reports to the Senior/Supervising Network Engineer or the Manager of Networking and Telecommunications. Receives day-to-day operational direction from the Senior/Supervising Network Engineer.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred. This position requires the ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment.
Physical Demands: The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. In accordance with the Americans with Disabilities Act, as amended, the California Fair Employment & Housing Act, and all other applicable laws, SCU provides reasonable accommodations for qualified persons with disabilities. A qualified individual is a person who meets skill, experience, education, or other requirements of the position, and who can perform the essential functions of the position with or without reasonable accommodation.
? Must be able to handle and operate equipment, which can be located in racks, on tall shelves or in cabinets at heights up to 8 feet and weighing up to 50 pounds
? Must be able to climb ladders and work at heights
? Must be able to work in confined spaces: crawl spaces, vaults, under raise flooring, above ceiling spaces, in and under furniture
? Considerable time is spent at a desk using a computer terminal
? May be required to travel to other buildings on the campus
? May be required to occasionally travel to remote campuses, outside customers, venders or suppliers
? May be required to attend conference and training sessions within Bay Area or in- or out-of-state locations
Work Environment: The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. -Typical office and computer lab environment -Mostly indoor office environment with windows -Offices with equipment noise -Offices with frequent interruptions -Data Centers, wiring and equipment closets with loud noise, low light and tight spaces -Raised floor under floor access and above ceiling spaces -Roofs, high on walls, ceilings, basements and other locations where equipment is stored
Knowledge: Knowledge, Skills and Abilities (Each level includes requirements of more junior levels) ? Skilled technical troubleshooter. Must be able to analyze and solve complex problems. ? Knowledgeable in the use of a personal computer and standard productivity tools ? Experience interacting and working with other people in a successful customer service capacity ? Good interpersonal, written and verbal communication skills ? Demonstrated ability to work in a collaborative, team environment ? Strong organizational skills and ability to multi-task. ? Must be a “self-starter” and show initiative to proactively identify and resolve problems ? Demonstrated ability to acquire and apply new skills quickly Entry Level: ? Familiar with fundamental networking concepts (e.g. TCP/IP, DNS, DHCP, routing, switching, LAN/WAN/Wireless/Voice network services and protocols), applications within Cisco Unified Communications and troubleshooting tools (e.g. packet analyzers, wire connectivity testers) ? Works under direct supervision Intermediate Level: ? Operational knowledge of and experience with fundamental and core networking concepts (e.g. TCP/IP, DNS, DHCP, routing, switching, LAN/WAN/Wireless/Voice network services and protocols), applications within Cisco Unified Communications and troubleshooting equipment (e.g. packet analyzers, wire connectivity testers, TDR, OTDR, wireless analyzers) ? Relies on limited experience and judgment to plan and complete goals and tasks ? As needed, may provide some training and instruction to more junior engineers ? Works under general supervision Senior Level: ? Detailed knowledge of and experienced with fundamental, core and advanced networking concepts (e.g. TCP/IP, DNS, DHCP, routing, switching, LAN/WAN/Wireless/Voice network services and protocols, load balancing, VLAN and tagging, routing protocols, security implications, VPN, application protocols and packet shaping), applications within Cisco Unified Communications and troubleshooting equipment (e.g. packet analyzers, wire connectivity testers, TDR, OTDR, wireless analyzers) ? Experienced with a broad range of networking technologies ? Demonstrated experience in analysis and design of collaboration solutions for an enterprise ? Relies on experience and judgment to determine, plan and complete goals and tasks. ? Demonstrated ability to lead and direct the work of others ? Strong leadership skills in general and understands networking/telecommunications role in University business processes ? Ability to mentor more junior staff ? Demonstrated project management experience ? Works under limited supervision
Skills: See above for Knowledge, Skills, and Abilities
Abilities: See above for Knowledge, Skills, and Abilities
Education and/or Experience: For Entry Level (I): ? Applicable technical training and certifications (e.g. CCNA R&S, CCENT, CompTIA+) ? Preferred Associates or Bachelors degree in a directly applicable field of study (Computer or Electrical Engineering, Math/Computer Science, Operations and Management Information Science). ? 3+ years of applicable information technology experience. For Intermediate Level (II): ? Technical training and certification, CCNA Collaboration. ? Preferred additional applicable technical training and certifications (e.g. CCNP R&S, CCNA Wireless, CCNA Security and CCENT). ? Bachelor degree in a directly applicable field of study (Computer or Electrical Engineering, Math/Computer Science, Operations and Management Information Science). ? 5+ years applicable experience in the operation, maintenance and support of enterprise-wide communication systems. For Senior Level (III): ? Technical training and certification, CCNP Collaboration. ? Preferred additional applicable technical training and certifications (e.g. CCIE R&S, CCNP Wireless, CCNP Security, CCNP Collaboration, CCENT), with CCIE Collaboration being desired. ? Bachelor degree in a directly applicable field of study (Computer or Electrical Engineering, Math/Computer Science, Operations and Management Information Science) or equivalent experience. ? Preferred Advanced Degree in directly applicable field of study (Computer or Electrical Engineering, Math/Computer Science, Operations and Management Information Science). ? 6+ years applicable experience in the operation, maintenance, support and design of enterprise-wide communication systems with demonstrated increasing responsibilities.
About Santa Clara University Santa Clara University is a comprehensive Jesuit, Catholic university located in California's Silicon Valley, offering its 8,800 students rigorous undergraduate curricula in arts and sciences, business, and engineering, plus master's, Ph.D., and law degrees.
Distinguished by the highest retention rate and ranked second among all master's universities in the West by U.S. News and World Report, Santa Clara University is California's oldest operating institution of higher-education. The University is focused on creating an academic community that educates citizens and leaders who will build a more just, humane, and sustainable world.
Santa Clara University is an Equal Opportunity/Affirmative Action employer, committed to excellence through diversity and inclusion, and, in this spirit, particularly welcomes applications from women, persons of color, and members of historically underrepresented groups. The University will provide reasonable accommodations to individuals with a disability.
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