ITS - Customer Experience-607000

Information Technology

No

11/05/2024

11/19/2024

Permanent Staff (SHRA)

Networking Analyst - Advanced

IT07

Networking Analyst

00051250

P019803

Full-Time Permanent

40

Monday-Friday, 7:30AM-4:30PM

CHAPEL HILL, NC

North Carolina, US

$94,767 - $110,000

To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet.

ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.

This position may be eligible for a hybrid work arrangement that may include a partially remote work location, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station.

The Network Analyst position in telecommunications offers advanced technical support and solutions for the University’s telecommunications systems. This role requires a broad and extensive technical background and knowledge of telephony services and features, and most importantly, the ability to perform (and adapt as they change) system administrator roles for diverse, carrier-grade, service provider (hosted) soft-switch, or cloud voice platforms. The Network Analyst is capable, knowledgeable, and responsive. This role provides resolution for incidents and solutions for service requests – ’MACD’s (moves/add/changes/disconnects) – that are submitted through the UNC customer support tool for desktop and mobile soft clients (software), hunt groups, voicemail, voicemail automated attendant, and call center applications.

Responsibilities:

• Consultation and Support: Provide thoughtful consultation, recommendations, training, and solutions in response to service requests, incidents, emails, phone calls, or other forms of engagement requesting service or support.
• Telecommunication Services: Involved in every stage of planning, consultation, implementation, support, and troubleshooting for current and new services or features for all Telecommunication services, including Voice over IP (Vo IP) phone systems and analog phone systems providing emergency phone lines.
• Enterprise Changes: Participate in planning, organizing, development, and implementation for changes that impact the enterprise, such as telephony system changes, software changes, or service provider changes. This often translates to complex number porting, database redesign, and significant and complex projects and communication planning.
• Incident Resolution: Provide resolution for incidents and solutions for service requests (MACD’s) submitted through the UNC customer support tool for desktop and mobile soft clients, hunt groups, voicemail, voicemail automated attendant, and call center applications.
• New Features and Services: Support new features and services, often providing consultation and feedback during development, with individual and self-paced and self-guided training.
• Telecommunications Technology Changes: Assist and support the Telecommunications manager, peers, customers, and vendors as needed to plan, organize, implement, train, communicate, and support all Telecommunications technology changes, including service provider changes, phone system changes, phone number porting, hardware, and software changes, and more to support significant telephony enterprise changes and/or troubleshooting.
• Customer and Vendor Interface: Interface directly with UNC customers, including business managers, department heads, IT managers, and IT staff, as well as outside vendors for project coordination.
• Project Management: Schedule and lead project meetings and implementations.

Bachelor’s degree in Computer Science, Computer Information Systems, Computer Engineering, Electronics, or related technical degree from an appropriately accredited institution; or a

• Bachelor’s degree from an appropriately accredited institution and one year of networking related experience such as network design, analysis or network management; or
• Associate’s degree in Electronics or Networking Technology and one year of networking related experience: or an equivalent combination of education and experience.
• Journey level requires an additional one year of experience.
• Advanced level requires an additional two years of experience.

Demonstrated experience with the implementation and support of Vo IP phone systems.

Demonstrated ability to support current and future technologies for telecommunications.

Ability to set priorities effectively and resolve competing demands.

Strong interpersonal skills and ability to effectively communicate with technical staff and non-technical partners.

Advanced technical knowledge and ability to work independently with little to no supervision.

Easily adaptable to change.

Responsive and customer oriented.

Excellent analytical, problem solving, written and verbal communication skills.

Ability to be creative, flexible, and an innovative team player.

Experience with Clearspan Cloud solutions.

Experience supporting the setup and maintenance of Clearspan (Mitel) Vo IP phone devices and Mediatrix Analog Terminal Adaptors.

Experience supporting Higher Education Telecommunications/Voice Services.

Be able to work in high stress conditions, often requiring overtime, either due to an unplanned outage or due to a planned, but complex project requiring significant change.

Not Applicable.