Network Operations Technician

Exemption Status:

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

*** Please note this is a mid-shift position 11:00 am - 9:30 pm on a rotation ***

Rotates every two weeks and will work a full weekend every other week.

Week 1 - Mon, Tue, Fri, Sat

Week 2 - Sun, Tue, Wed, Thu

Major Responsibilities:

• Fields inbound trouble tickets from clients and uses remote monitoring and diagnosis tools to identify, troubleshoot and resolve server/network issues.
• Proactively monitors server/network environment using management tools (ex. AKIPS/Nagios/vROPS/Cisco Prime/Meraki).
• Responds to alerts and alarms for backup, disk space, services, memory, CPU utilization according to standard operating procedures.
• Analyzes/triages server hardware, operating system, and network connectivity issues. Communicates these concerns clearly within IS, and with clients.
• Coordinates Server/Network repairs and assists vendors/analysts with testing of repairs.
• Occasionally performs replacement of server/network hardware, TCP/IP, routing, and network security.
• Provides capacity and performance metrics reporting daily.
• Provides application availability reporting metrics daily and escalates issues to appropriate teams.
• Provides key performance indicator metrics daily to assist Infrastructure in maintaining and reaching their goals.
• Performs security management reporting checks daily on Server, Desktop and Network environment and escalates issues as needed.
• Provides support for major incident management in a 24/7/365 capacity.
• Monitors Telemedicine cart status for the UMass healthcare environment.
• Supports change control management process through meeting participation and approvals.
• Maintains and updates daily logs, turnover, and equipment malfunctions reports. Reports all unusual situations to management.
• Documents clearly and concisely all activities in ticketing system (ServiceNow).

Position Qualifications:

License/Certification/Education:

Required:

• Associate's degree.

Preferred:

• Bachelor's degree.
• Related certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified Professional (MCP), Cisco (CCNA/CCNP).

Experience/Skills:

Required:

• Root Cause Analysis (RCA) and problem resolution skills.
• Ability to self-manage and have excellent interpersonal skills.
• Excellent customer communication skills, be organized and efficient and have excellent verbal and written communication skills.
• Basic knowledge of Layer 1 optical transport networks and equipment and expertise.
• Basic knowledge of network hardware, TCP/IP, routing, network security and telecommunication circuits.
• Ability to diagnose server or network alerts, events, or issues.
• This position requires regular and recurring shift work. Must be willing and available to work rotating shifts.

Preferred:

• Minimum of one to three years of experience in a technical capacity.

Situation Management On-Call Responsibility. 1 week of on-call every 9 weeks.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.