Lead Technician, Network Services

The Lead Technician oversees and helps to maintain the University’s cable plant, telephone system, voicemail system, data network service, IT billing system, and other services. This position's primary role is the maintenance and support of the University's physical network infrastructure.

• SYSTEMS, NETWORK, AND RESOURCE ADMINISTRATION:
  • Assigns technicians or performs work to move, add, modify, or disconnect network, phone, or other services to client workstations, offices, and other locations.
  • Uses various technical tools to monitor the voice/data networks performance and performs network device configuration and maintenance.
  • Performs both telecommunication and data communication duties in a team environment with a high focus on customer service to the University community.
  • Schedule flexibility:
    Planned maintenance and emergency repairs will occasionally occur after hours and on weekends.
  • Confirmed availability, via a rotation with their group, to be on-site at events at the University's athletics arena which are typically after hours and on weekends.
• TRAINING AND SUPPORT:
  • Provides Tier-1 and Tier-2 technical support and troubleshooting of voice/data networks, data electronics, cable plant, and other infrastructure and systems.
  • Reviews, assigns, and/or resolves trouble tickets and support service requests.
  • Collaborates with phone/data vendors, service providers, and local exchange carriers to solve voice network and WAN/Internet outages on behalf of University clients.
  • Creates and maintains documentation such as network maps, databases, technical data and procedures, and other reference guides in a timely manner as part of the completion of individual technical service jobs and as ongoing improvement projects.
• FINANCIAL ADMINISTRATION:
  • Maintains the IT Billing systems database.
  • Processes work orders for phone, voicemail, network, and other assigned requests, entering departmental charges into the system.
  • Provides cost estimates to customers for work requests, e.g. installation of equipment Performs billing audits to ensure that recharges are within the standards set by IT leadership.
• COMMUNICATION AND RELATIONSHIPS:
  • Represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
  • Develops and maintains strong partnerships with campus personnel and departments, as well as with external vendors and service providers, to assure current and future operational success.
  • Works with high integrity to maintain the trust of the University community.
• ADMINISTRATION:
  • Reviews and submits regular, timely, and complete paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices.
  • Keeps personal and shared work spaces clean and organized.
• COLLABORATION:
  • Provides backup support and assistance to other team members.
  • Collaborates with co-workers and University colleagues on departmental, division-wide, and institutional projects.
  • Shares process information and makes informal recommendations on how to improve processes and overall job execution within the team/department.
• PROFESSIONAL DEVELOPMENT:
  • Attends training sessions, vendor presentations, user group meetings, conferences, and seminars.
  • Engages regularly in individual professional development related activities to remain current with industry technology trends and work processes.
• COMMITTEES AND BEYOND
  
  JOB DUTIES:
  • Volunteers to undertake tasks that stretch the employee's capabilities.
  • Serves on various committees within the Information Technology division.
  • Participates in external University committees. Performs other related duties as assigned.
• UNIVERSITY MISSION:
  • Understands and supports the Christian mission of the University.
  • Upholds the University mission through team, location, atmosphere, and work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

• High School Diploma.
• Minimum of seven (7) years of progressively responsible experience in telecommunications, networking, or a related technical field.
• Demonstrated experience leading projects, coordinating technical work, or serving as a lead resource on telecommunications or network initiatives.
• Cisco CCNA certification or equivalent experience required.
• Ability to install, maintain, support, repair, analyze, diagnose, and test telecommunications and data equipment, services, appliances, rack systems, and other associated hardware to meet or exceed established procedures and best practices.
• Ability to install, test, and repair appropriate network, telecommunications, and data cabling and wiring.
• Ability to maintain tools and equipment.
• Strong customer service skills.
• Strong communication and…