Responsibilities:

• Provide hands-on maintenance and operational support for data, IP video, and IP phone distribution equipment.
• Interact daily with customers throughout the University providing exceptional professional service.
• Work in close collaboration with PennNet Operations Response Team (PORT) members as well as other technical teams Tier 2 Enterprise Command Center, Local Support Providers to address end-user and network escalations, and client activities.
  (e.g., move-in).

• Respond to emergency outages.
• Maintaining own schedule for onsite customer appointments within service SLA for new service delivery.
• Tracking and updating escalation tickets.
• Updating and closing work orders in a timely manner to ensure that customer billing is not delayed.
• Adhering to University and ISC policies and end-user agreements.
• Attending training events as required.

Requirements:

• Experience with commercial-grade networking equipment.
• Experience with fiber and copper-based networks, testing and media certification.
• Complete understanding of switch, and routing concepts.
• Reading floor plans and maps, installing, and configuring networking equipment, testing methodologies, and Internet connectivity troubleshooting.
• Experience using IT ticketing software and providing direct hands-on support.
• Ability to work autonomously or as part of a team.
• Certifications such as Net+, CCENT, CCNA, CWTS, JCNIA, JCNIS, ITIL Foundations
• Deliver on service commitments, meet established or agreed upon deadlines, and maintain supportive relationships with customers.
• Excellent verbal and written communications skills
• Ability to explain and present technical issues and status to non-technical customers.
• Ability to clearly communicate and document technical issues/resolution to other technical teams.
• Responsible for owning assigned issues to its conclusion including problem resolution or escalation in a timely manner, status reporting and customer updates.
• Ability to work occasional nights and weekends if required due to campus activities or events.