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The Information and Technology Services (ITS) organization has an exciting opportunity to employ a Telecommunications Systems Administrator as a member of the Unified Communications Infrastructure team.
This position is responsible for the network and voice communications systems will collaborate with ITS Infrastructure technical teams on production support and project efforts. The individual will be part of a cohesive team that is responsible for administering IP Voice infrastructure including server administration (virtual and physical), voice gateways and Integrated Services Router (ISR) routers, phones and multiple call center agents. This position reports to the UC Operations Manager. This position requires someone who will resolve problems, has experience in a role providing excellent customer service, demonstrates the ability to follow documented procedures and standards in a consistent manner, and has the passion to meet or exceed customer expectations.
Provide service support and troubleshooting. Follows procedures and guidelines to install, patch, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software and network connectivity. Reviews and monitors systems for availability, error conditions and performance monitors to ensure system stability.
Who We Are:
Information and Technology Services (ITS) supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and promoting university wide innovations. ITS's mission is to be trusted enablers of technology for the U-M community. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. For more information about ITS, visit: https://its.umich.edu/about
Bachelor's degree in computer science and/or equivalent combination of education and experience
Experience working in a Cisco Call Manager, Cisco Call Center Express, Cisco Unity and Cloud PBx
Experience working with carrier grade high density telephony gateways (Cisco, Audiocodes)
Two years experience working with Voice over IP (VoIP) Telecommunication systems
Two years experience using diagnostic protocols such as wireshark, TCPDump to identify root cause analysis
Thorough understanding of Session Initiation Protocol (SIP)
Basic troubleshooting and problem solving skills demonstrated in a VoIP on premise or Cloud PBX.
Basic understanding of layer two and three IP Networks
Two years experience working with SIP based IP telephony solutions
Basic understanding of session border controller (SBC) devices in a VoIP environment
One year experience using system tools such as network sniffers, system monitoring and voice call analyzers
Reasonable understanding of Linux and/or Windows server administration experience; including patching, server rebuild and system sizing
Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization's expectations for exemplary customer service
Punctual, regular, and consistent attendance is required
Normal amount of sitting
Average mobility to move around an office environment
Able to conduct normal amount of work at a computer
May require to travel to various locations on and off campus
Requires on-call availability and rotation outside of normal working hours
Requires working during non-business hours and on weekends
Required to maintain own high-speed residential connectivity service and mobile communication device
Successful candidates must meet the requirements of driving a U-M vehicle and have a valid driver license with less than 7 points
Responsible for protecting data and information from unauthorized release or from loss, alteration, or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement which the incumbent signs.
Benefits at the University of Michigan
In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:
Generous time off
A retirement plan that provides two-for-one matching contributions with immediate vesting
Many choices for comprehensive health insurance
Long-term disability coverage
Flexible spending accounts for healthcare and dependent care expenses
Dental and Vision Insurance
Parental and Maternity Leave
UM- ITS welcomes a healthy applicant pool so we encourage all interested applicants to apply. This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
U-M COVID-19 Vaccination Policy
COVID-19 vaccinations, including boosters when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine. This includes those working remotely. More information on this new policy is available on the Campus Blueprint website or the UM-Dearborn and UM-Flint websites.
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.