Network Administrator

Job Summary

Under the supervision of a designated team leader, the Network Administrator 2 for Collaboration Services will provide technical support including planning, implementation, administration, monitoring, troubleshooting, and problem solving in support of the University’s network and telecommunications systems and applications.

This position will provide domain competency and technical support in network system administration; confers with technical leadership in research and evaluation of technology solutions; and provide domain competency and technical support in administration of the university wired and wireless network and voice services.

• Supports network and voice service operations including installation, provisioning, operating, tuning, upgrading, troubleshooting, and decommissioning of wired and wireless network systems.
• Performs needs analysis for network and VoIP voice services, including call flow design, capacity planning, and unified communications requirements.
• Plans and implements VoIP and collaboration system integrations (e.g., call control, voicemail, directory services) in coordination with technical staff.
• Develops and contributes to requirements documentation, statements of work, and testing procedures for VoIP and telecommunications solutions.
• Provides daily administration and production support for VoIP platforms, including user provisioning, call routing, and system monitoring and call center queue design and troubleshooting.
• Identifies, troubleshoots, and resolves VoIP service issues, including latency, jitter, packet loss, and call quality degradation.
• Collaborates with internal teams, vendors, carriers, and manufacturer support to troubleshoot and optimize voice and collaboration services.
• Deploys, configures, and maintains VoIP hardware and software, including IP phones, call managers, and session border controllers.
• Ensures VoIP systems are properly sized, configured, and monitored for performance, QoS, capacity, and business continuity.
• Responds to and resolves emergency voice service outages and escalated support requests.
• Maintains accurate inventory of VoIP equipment, licenses, and related assets.
• Documents system configurations, procedures, and end‑user guidance for VoIP and collaboration services.
• Defines technical requirements and supports procurement, implementation, and validation of VoIP solutions.
• Leads or executes complex VoIP troubleshooting and integration efforts with minimal supervision.
• Interfaces with and provides oversight to vendors and service providers in the design and delivery of telecommunications services.
• Plans and supports integration of VoIP systems with related enterprise services such as messaging, conferencing, and identity systems.
• Performs related duties as required.

• Associate’s degree in Computer Science or related discipline and six years of experience; OR, a Bachelor’s degree in Computer Science or related discipline and four years of experience; OR, eight years of related experience.
• Demonstrated understanding of scripting languages.
• Demonstrated experience planning, implementing, and supporting voice and collaboration systems and services in an enterprise environment.
• Demonstrated oral and written communication skills.
• Experience working in a team environment.
• Demonstrated ability to maintain confidentiality and integrity of information in compliance with University Information Security Policies.
• Demonstrated ability to meet deadlines and work under pressure.

• Demonstrated advanced experience designing, implementing, and administering enterprise VoIP and unified communications platforms, including Cisco CUCM/Web Ex and Microsoft Teams Voice.
• Strong expertise in VoIP technologies and protocols (e.g., SIP, SCCP, QoS), including troubleshooting call quality issues such as latency, jitter, and packet loss.
• Experience with contact center technologies, including Cisco Contact Center Express, with skills in queue design, configuration, and troubleshooting.
• Extensive experience with enterprise network infrastructure (routing, switching, firewalls, VPNs, load balancers, and…