The network engineer contributes to the long-term development, installation, maintenance and operation of the University's data network infrastructure. Position provides end-user technical support and troubleshooting for network services. The data network infrastructure provides support for data, voice and video communication services. The primary focus for this position within the Networking Engineering team will be to support 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 network infrastructure
Uses knowledge of LAN/WAN/Voice systems to help design and install internal and external networks
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 network assets
Provides support in maintaining campus communication rooms
Administer systems and servers related to the network infrastructure
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
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
Provides Work Direction
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.
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.
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 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. 4. Maintains operational stability of, provides technical support for and assists in the design of the University's enterprise data network (communication 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.
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 75 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
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
Knowledgeable in the use of a personal computer and standard productivity tools
Skilled technical troubleshooter. Must be able to analyze and solve complex problems
Experience interacting and working with other people in a successful customer service capacity
Good interpersonal, written and verbal communication skills
Familiar with fundamental networking concepts (e.g. TCP/IP, DNS, DHCP, routing, switching, LAN/WAN/Wireless/Voice network services and protocols), common networking equipment (e.g. switches, routers, firewalls, wireless equipment) and troubleshooting tools (e.g. packet analyzers, wire connectivity testers)
Works under direct supervision
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), common networking equipment (e.g. switches, routers, firewalls, wireless equipment) and troubleshooting equipment (e.g. packet analyzers, wire connectivity testers, TDR, OTDR, wireless analyzers)
Familiar with more advanced networking concepts (e.g. load balancing, VLAN and tagging, routing protocols, security implications, VPN, application protocols and packet shaping)
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
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), common networking equipment (e.g. switches, routers, firewalls, wireless equipment, servers supporting DNS and DHCP, VPN appliances) and troubleshooting equipment (e.g. packet analyzers, wire connectivity testers, TDR, OTDR, wireless analyzers)
Experienced with a broad range of networking technologies
Experienced with network security concepts, implementation and operation
Demonstrated experience in analysis and design of network solutions for an enterprise
Demonstrated expertise in a variety of fields including computer operations, voice communication and video systems in addition to network technologies
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
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
Education and/or Experience
For Entry Level (I):
Applicable technical training and certifications (e.g. CCNA R&S, CCENT, CompTIA+)
Bachelor's Degree preferred in a directly applicable field of study (Computer or Electrical Engineering, Math/Computer Science, Operations and Management Information Science).
3-5 years of relevant information technology experience
For Intermediate Level (II):
Applicable technical training and certifications (e.g. CCNP R&S, CCNA Wireless, CCNA Security, CCNA Collaboration, CCENT), with CCNA Collaboration being highly desired
Associates degree in a directly applicable field of study (Computer or Electrical Engineering, Math/Computer Science, Operations and Management Information Science) or equivalent experience.
Bachelor degree required in a directly applicable field of study (Computer or Electrical Engineering, Math/Computer Science, Operations and Management Information Science).
5-6 years of relevant experience in the operation, maintenance and support of an enterprise-wide data network.
For Senior Level (III):
Applicable technical training and certifications (e.g. CCIE R&S, CCNP Wireless, CCNP Security, CCNP Collaboration, CCENT), with CCNP Collaboration being required
Bachelor degree required 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).
6-8 years relevant experience in the operation, maintenance, support and design of enterprise-wide communication systems with demonstrated increasing responsibilities
Santa Clara University, a comprehensive Jesuit, Catholic university located in California's Silicon Valley, offers its more than 8,000 students rigorous undergraduate curricula in arts and sciences, business, and engineering, plus master's, Ph.D., and law degrees. Distinguished nationally by the fourth-highest graduation rate among all U.S. master's universities, California's oldest operating higher-education institution demonstrates faith-inspired values of ethics and social justice.