Field Services Engineer
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Job Summary The Network Operations team plays a critical role in ensuring the seamless operation of high-performing network services, infrastructure, and security for Merit members, customers, and staff. Reporting to the Director of Network Operations, you will be central to the success of Merit's technical initiatives. You will be responsible for installing, operating, and administering network infrastructure, thereby directly influencing the technical direction and operational efficiency of both Merit staff and community.
In this role, you will be tasked with delivering superior network performance by maintaining and optimizing routers, switches, optical transport systems, and wireless network equipment. You will employ your expertise to resolve complex technical issues, ensure robust network security, and provide exceptional customer service. Your contributions will be vital in enhancing the overall network reliability and supporting Merit's mission.
The ability to travel occasionally across Michigan, Wisconsin, and Minnesota is essential, as you will support Merit's expansive fiber network infrastructure in these regions. You will also collaborate closely with cross-functional teams and external vendors to drive continuous improvement and innovation in network services.
Virtual Office Hours with the Hiring Team Have questions about the role or want to learn more before applying? Join our informal, open-forum Zoom sessions to connect with the hiring team. Drop in at any time during the hour and stay as long as you'd like - whether you have specific questions or just want to listen in.
Tuesday, June :00 PM - 1:00 PM Click Here to Join Tuesday's Zoom Meeting (: umich.zoom.us/j/?jst%3D2&sa=D&source=calendar&usg=AOvVaw0aNS7mlLJlvw3ASjjSUtEL)
Wednesday, June :00 PM - 1:00 PM Click Here to Join Wednesday's Zoom Meeting (: umich.zoom.us/j/?jst%3D2&sa=D&source=calendar&usg=AOvVaw1eY3hUtdEkHLL k71sC9tO)
What You'll Do Essential Functions for this position are followed by an (E).
Operational Support Activities (60%): - Install and maintain network routers, switches, optical transport, line of sight wireless network equipment, and test probes for a regional network service provider. (E)
- Test, repair and provision of telecommunication and fiber circuits. (E)
- Assist with technical support in commissioning, installing, testing, and maintaining Merit's network infrastructure. (E)
- Provide support of infrastructure including installation, configuration, testing, troubleshooting and documentation. (E)
- Operate a Merit vehicle to deliver, configure, install and repair infrastructure equipment at Merit's various network locations. (E)
- When necessary, escalate incidents with vendors to resolve issues relating to service performance, functionality and availability. (E)
- Perform on-call support for production systems/applications, including problem investigation, escalation, resolution, and communication with Merit's Support Center. (E)
- Responsible for asset tracking and database updates.
- Deliver a highly customer focused service to Merit members, external and internal customers and Merit staff to exceed their expectations both in technical resolution and customer service. Be able to see issues from the customer's perspective, assess the urgency of requests, and respond accordingly. (E)
- Provide customer education/assistance and technical support as required. (E)
- Support Sales quoting and orders, including meeting on site with members, phone consultations and developing Scope of Work plans for members.
Network Engineering Planning & Project Activity (20%): - Participate in network engineering planning and governess/change management teams. (E)
- Work with vendors and internal groups to address issues and determine upgrade options to meet demand.
- Additional duties will require working with research partners and vendors on network research projects.
- Manage infrastructure -engineering projects to assure outcomes are consistent with expectations.
- Assist in developing project plans, task lists, time lines, deployment plans and rollback procedures.
Miscellaneous (20%): - Establish group subject matter expertise in infrastructure platforms, back up, and participate in knowledge transfers with other team members. (E)
- Provide operational/supplemental analysis and reporting as needed for operations, IT and finance partners.
- Participate in professional development activities to continually improve skills and knowledge in the areas of, networking services and customer service.
Travel Some local, state-wide, and occasional nation-wide travel in support of the fiber network within Michigan, Wisconsin, and Minnesota is required.
Required Qualifications - Must be able to successfully complete a Motor Vehicle Record check through University of Michigan Transportation Services
- Bachelor's Degree in a technical or computer related field or equivalent combination of education and/or experience.
- Be available to work overtime on short notice when required and participate in on-call duties.
- Ability to contribute and collaborate effectively within a team environment.
- Strong interpersonal and communication skills with the ability to interact across all organizational levels comfortably.
- Demonstrated written communication skills, tailored to various audiences.
- Experience building and maintaining strong working relationships with customers, organizations, vendors, management, and peers.
- Ability to engage positively with both technical and non-technical audiences.
- Experience with technical tools, updating database software, Microsoft Word, Microsoft Excel and Adobe Acrobat Pro.
- Strong hardware knowledge and problem-solving skills.
- Proficient at using email, shared calendaring, and other collaborative applications.
- Self-motivated, team-oriented, and capable of independent work.
Desired Qualifications - Experience with a 24x7 environment relating to service support policies and procedures.
- Experience with LAN/WAN systems and essential networking protocols like TCP/IP
- Experience in network monitoring and management tools with a focus on troubleshooting and service issue resolution
- Experience with network monitoring/analysis tools
- Optical network knowledge and experience.
- Experience working in a security operations center and being part of an incident response team.
- Experience working with educational and public sector nonprofits
- Experience with diagnostic tools relevant to network performance
- Experience in documentation management
- Experience in creating network diagrams using software tools
Modes of Work This is a full-time, hybrid position. Though the typical work schedule is 8am - 5pm, Monday through Friday for most staff, your work schedule will be determined with your supervisor and may change if necessary.
During your 6-month probationary period, you will be required to work on-site for at least 3 days per week at Merit's office location: 880 Technology Dr., Suite B Ann Arbor, MI 48108 Following, working on-site will be required for a minimum of 2 days per week determined in partnership with your supervisor. In addition, ad-hoc on-site meetings and events may be needed with adequate notice provided.
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about thework modes .
Additional Information Benefits We are committed to offering a high-quality benefits package to support staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, multiple dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, multiple early childhood centers, time away from work and work-life programs to promote balance. Learn more at
Background Screening The University of Michigan/Merit Network conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third-party administrator to conduct background checks in compliance with the Fair Credit Reporting Act.
U-M EEO Statement The University of Michigan is an equal employment opportunity employer.
Job Detail Job Opening ID 264898
Working Title Field Services Engineer
Job Title Network Engineer Associate
Work Location Ann Arbor Campus
Ann Arbor, MI
Modes of Work Hybrid
Full/Part Time Full-Time
Regular/Temporary Regular
FLSA Status Nonexempt . click apply for full job details