Job Description

Summary
Merit Network, Inc., a non-profit corporation governed by Michigan's public universities, operates America's longest-running regional research and education network. Since 1966, Merit has been providing performance-driven networking solutions to Michigan's educational communities, including universities, colleges, K-12 schools, libraries, state government, healthcare, and other non-profit organizations.

The Merit Support Center (MSC) offers 24/7 first-level support for all Merit services, including network connectivity, cloud services, and administrative support to Merit Members and Customers. The MSC combines Network Operations and service support delivered over the network, requiring MSC Analysts to have a technical background in networking and customer support.

You will report to the Senior Manager of the Merit Support Center. You will track and ensure the resolution of a wide range of problems. This includes handling networking components (routers, switches, fiber or leased circuits, power equipment), IT infrastructure (servers and applications), and other Merit services.

You will collaborate with the Director of Network Operations to support evening maintenances across the network and serves as the first contact in evening On Call situations. You will be part of the Technology Operations team, which includes Merit's Network Engineering department, offering a unique opportunity to learn and grow with the help of resources from multiple departments.


Responsibilities*
Essential Functions for this position are followed by an (E).

The Merit Support Network Engineer position's main responsibilities include the following:

Approximately 40% of a MSC Network Engineer's time and duties are needed to -

Deliver customer-focused service in technical resolution and customer service.
Monitor multiple alarm systems and respond to alerts promptly and effectively.
Identify complex problems, develop and evaluate options, and implement solutions.
Create and maintain service tickets with up-to-date analysis.
Ensure service issues are triaged, worked on, and escalated with minimal customer impact.
Communicate timely and frequently with customers and our teams regarding availability issues.
Work both individually and in a team setting, ensuring a smooth handover of problems across shifts.
Approximately 60% of a MSC Network Engineer's time and duties are needed to -

Help with commissioning, installing, testing, and maintaining network infrastructure.
Support infrastructure including installation, configuration, testing, troubleshooting, and documentation.
Escalate incidents with vendors to resolve service performance, functionality, and availability issues.
Responsible for asset tracking and database updates.
Provide customer education and technical support.
Lead fiber restoration efforts for vendors/providers.
Support Network Operations maintenances, including field deployment, and device configurations.
Attend occasional Network Operations trainings on new technology, devices, and procedures.
Continue professional development and cross-team collaborations in the network engineering field.
Please note: This job description is not designed to cover or contain a comprehensive listing of activities or responsibilities that are required of you for this job. Responsibilities and activities may change at any time with or without notice.


Required Qualifications*
Bachelor's degree in networking or related field, or equivalent combination of education, certification, and experience.
Ability to work fixed schedules outside of normal business hours, and holidays.
Minimum of two years of experience with network engineering infrastructure.
Experience with improving an organization's capability, effectiveness, and reputation.
Essential hardware knowledge and problem-solving skills.
Experience with network-based service monitoring and management tools, focusing on troubleshooting and service issue resolution.
Proficiency in using diagnostic tools such as IPERF, Multicast Beacons, OTDR, and optical power meters.
Knowledge of host-based services and familiarity with Unix and Windows.
Knowledge of Fiber and Optical infrastructure and Dynamic and Static IP routing protocols (BGP and OSPF).
Knowledge of LAN/WAN systems, networks, and applications, including TCP/IP networking, sub- netting and routing protocols, multicast, IPv4, IPv6, and Voice over IP.
Availability for Overtime as scheduling requires.
Desired Qualifications*
Experience with 24x7 environment relating to service support procedures.
Experience with network monitoring. Familiarity with analysis tools such as Zenoss or Arbor Network tools.
Optical network experience.
Experience with operating Palo Alto, Cisco ASA, Firewalls.
Experience in being part of an incident response team.
Experience with Confluence, JIRA, and Request Tracker.
Experience working with higher education, K-12 educational institutions, libraries, research institutions and other public sector non-profit organizations is a plus.