Network Support Technician; On-Site; Information Technologies

The Information Technologies is currently seeking a Full-time Regular Network Support Technician
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The Network Services team provides reliable, secure, and scalable network connectivity to the University community. This is a hands-on, front-line technical position that reports to the Network Services Manager and works directly with faculty, staff, students, service teams, contractors, and other clients at campus locations.

The position works a seven-hour day beginning at 7:00 a.m., Monday to Friday. Regular on-campus attendance is an essential requirement because the work involves physical network equipment, telecommunications spaces, client locations, and in-person troubleshooting. The position is not eligible for remote or work-from-home arrangements. Travel to remote sites is required, and occasional work outside regular hours may be necessary for planned changes, urgent incidents, or operational needs.

The work requires frequent movement between campus locations, competing priorities, timely client communication, and safe work around active network infrastructure. The incumbent may be required to lift and carry equipment, climb ladders, work in telecommunications rooms or other constrained spaces, and distinguish colour-coded cabling.

The incumbent independently handles routine access-layer incidents, approved port activations, equipment replacement, physical checks, validation, client communication, and documentation. Changes with broader service impact, unclear ownership, elevated security risk, or implications for core routing, firewall policy, network architecture, or NAC policy design must be escalated and approved through the appropriate operational or change-management process.

Summary of Key Responsibilities (job functions include but are not limited to):

• Receive, assess, prioritize, and resolve wired and wireless network incidents and service requests.
• Continuously and proactively monitor the Service Now queue throughout the workday, including before and after field assignments and at appropriate intervals while working away from the office. Promptly identify, acknowledge, prioritize, update, and advance assigned incidents and service requests. Active queue management is a critical responsibility and a key measure of success in this role.
• Work directly with clients to understand symptoms, explain findings in clear language, set realistic expectations, and confirm service restoration.
• Troubleshoot connectivity across the client device, wall outlet, cabling, switch port, wireless access point, VLAN, DHCP/DNS services, authentication, and NAC policy path.
• Use available monitoring, management, ticketing, and diagnostic tools to isolate faults and collect evidence.
• Escalate complex, high-impact, security-related, or out-of-scope issues with complete troubleshooting notes and relevant logs.
• Coordinate with the service desk, Network Services analysts, identity and security teams, vendors, contractors, and other technical groups until ownership and next actions are clear.
• Work effectively and safely alone at client and technical locations. Exercise sound judgement within established procedures, organize and complete assigned work without continuous supervision, maintain communication while in the field, and promptly elevate safety concerns, service risks, or issues outside the role's authority.

• Install, replace, connect, label, terminate, rework, test, and remove access-layer equipment and associated infrastructure in accordance with University standards. This includes access switches, wireless access points, UPS units, optics, power supplies, copper and fibre cabling, patch cables, and BIX cross-connects and termination fields.
• Perform approved routine UPS inspections and maintenance, including UPS battery replacement and complete UPS unit swaps. After completing the work, verify load, alarms, power restoration, and operation of connected network equipment. Escalate electrical faults, capacity concerns, unsafe conditions, or work requiring a qualified electrical trade to the appropriate service owner.
• Activate, deactivate, and validate switch ports; apply approved access-layer configurations; and confirm VLAN, Power over Ethernet, speed, duplex, authentication, and reachability.
• Support Aruba and Juniper switching and wireless platforms during the transition to Juniper, including approved operational work through the applicable management…