Telecom Specialist

Apply Now
Summary

Information and Technology Services (ITS) is seeking a Telecommunication Specialist to join the ITS Communications and Data Centers within ITS at the University of Michigan.  This position reports to a Telecommunications Installation and Maintenance Supervisor.

Works on complex work orders and may delegate some tasks according to staff experience and skill levels.   Participates in strategic improvements to processes, procedures and tools that will increase efficiency and effectiveness of work.  Makes independent decisions that impact operations.  Relies on experience and judgment to plan and accomplish assigned tasks and roles.    Assignments require collaboration with other technical staff, originality, ingenuity, assessment of unusual circumstances, and variation in approaches used; use of different and unrelated processes and methods

Works on more than one task at a time and manages work effectively by prioritizing own assignments, schedules, and meetings resulting in timely completion of work.   Proactively anticipates and resolves problems; creates conditions and processes to support change.   Demonstrates proficient knowledge of telecommunications and networking principles, practices, standards, technologies, and procedures.  Comprehends and distills issues, identifies problem factors, determines appropriate information, checks assumptions against facts, and generates solutions.  Promotes cooperation and effectively manages relationships.   Generally works independently, requiring limited direction from management.

Why Work at Michigan?

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

• Generous time off
• A retirement plan that provides two-for-one matching contributions with immediate vesting
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses
• Dental and Vision Insurance
• Parental and Maternity Leave

Responsibilities*

Primary duties of this job are to install, maintain and repair communication systems, networks, services and related equipment.

On occasion, the employee will be exposed to outside weather conditions such as wet and/or humid environments, extreme cold and/or heat, dusty and noisy work environments.  Noise levels will typically be moderate to moderately loud.  The employee may also be exposed to high, precarious places. 

Note:

• Some weekend and overtime work may be required; requires on-call availability.
• The physical requirements of this position will include the ability to move equipment across campus and install within buildings, manholes, overhead racks, and in tight quarters, weighing up to 50 lbs. and using proper safety techniques. 
• All safety guidelines and construction procedures are enforced during the entire phase of a work order, installation project, or troubleshooting and repair activities.

Leadership (5%)

• Provide leadership for service installation and problem resolution to facilitate faster improvements and improved working relationships between our client/customer and ITS.
• Lead, on occasion, teams of contractor cabling technicians in the installation of voice, video and data network services ensuring that quality and safety standards meet organizational and customer requirements.
• Provide leadership for employee relations through effective communications, coaching, training, and development.
• Perform quality assurance and control inspections as needed.
• Oversee the distribution of work to ensure equitable workloads commensurate with employee experience and skill levels.

Production Support (85%)

• Responsible for consistently displaying the highest quality of work and customer service.  Provides outstanding customer service and a high level of professional integrity.  Maintains customer rapport by listening to and resolving concerns and answering questions.
• Demonstrates quality service and accountability in the process of: resolving incidents and requests, resulting in accurate, timely, compliant, and efficient solutions as evidenced by: meeting operational metrics and customer needs.
• Demonstrates relationship building, effective communication skills, and quality service in the process of collaborating with colleagues, senior staff and customers, on the use of products, tools, handling of sensitive data, and resolving incidents, resulting in efficient, effective use of operational tool sets, protocols and guidelines.
• Perform site pre-inspections and coordinate post-construction audits.
• Establishes voice, data and video networks by running, pulling, terminating, and splicing cables; installing telecommunications equipment, routers, switches, multiplexors, cable trays, and alarm and fire-suppression systems; building ironwork and ladder racks; establishing connections; programming features; establishing connections and integrations; following industry standards; activating remote access tools; coordinating with contractors.
• Verifies service by testing circuits, equipment, and alarms; identifying, correcting, or escalating problems.
• Documents network by labeling and routing equipment and cables; recording configuration diagrams and specifications.
• Install, maintain and repair cable distribution systems, including in-building and outside building cable plant infrastructures (fiber optic, copper and coaxial)
• Plans network or circuit installations by reviewing customer orders, plans, manuals, and technical specifications; ordering and gathering equipment, supplies, materials, and tools, assessing installation site; preparing an installation diagram.
• Experience with engineering standards, design and maintenance principals associated with enterprise networks to include LAN/WAN technologies, VoIP, video, and WiFi.
• Update changes on work orders, prints, fill out timesheets, close trouble tickets, check truck inventory, reconcile parts requisitioned, train new or contract staff, assist in building labor and material estimates, perform lead duties and oversee work of contractors.
• Maintains network by troubleshooting and repairing outages; testing network back-up procedures; updating documentation.
• Follow-ups with customers for prompt problem identification and resolution.
• Provides accurate and timely status information on the progress of service work orders and trouble tickets.
• Maintains safe work environment by following codes, standards, and legal regulations.
• Provides technical assistance to technical staff and any other suppliers that provide services associated with UM's telecommunications and networking infrastructure.
• Helps to maintain telecommunications closets and keep parts for re-use, verify inactive equipment, basic vehicle maintenance/cleaning and inventory checks, attend meetings and training.  

Service Improvement (5%)

Suggests improvements to processes, procedures and tools that will increase efficiency and effectiveness of work.  Demonstrates relationship building and effective communication skills through active listening and frequent communication with team members and vendors, resulting in understanding quality improvement needs and to creating buy-in for enhancements.

Development of Self and Others (5%)

Stays current with relevant advances in technologies.  This can include: on-the-job training, attending technical courses or conferences, reading, research, and working with other technical staff.  Develops and follows best practices and procedures and shares knowledge with team members

Required Qualifications*

• Graduation from high school and training in a related field and/or equivalent combination of pertinent education, certification and experience. 
• Demonstrated experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, working with standards, and working independently.
• 3-5 years field experience in networking and telecommunication installation and troubleshooting of data, video, voice and WiFi communication systems, including point-to-point circuits.
• Installing, terminating and testing Cat5E and Cat6 cabling.
• Knowledge and understanding of tools and equipment used to troubleshoot voice, video, data and special circuits, including but not limited to:  sniffers, fluke meters, hydraulic wire pullers, TIMMS meter, Volt ohm meters, Voltage tester, fiber tester, various common hand and power tools.
• Demonstrated knowledge, experience and ability to splice cable, and fiber optics.
• Demonstrated effective interpersonal, verbal and written communication skills.
• Experience in reading and understanding bill of materials, communication blue prints and schematics.
• Strong time management and organizational skills with the ability to handle several tasks efficiently.
• Highly motivated with the ability to work well independently and within a team environment.
• Excellent verbal and written communications skills.
• Ability to meet the requirements of driving a U-M vehicle and have a valid driver license with less than 7 points.
• Ability to move equipment across campus and install within buildings, manholes, overhead, racks, and in tight quarters, weighing up to 50 lbs. and using proper safety techniques.

Desired Qualifications*

• Training or some networking certification course work.
• Good understanding of Windows computer operating systems.
• Basic understanding of IP telephony, SIP and IP Networking would be beneficial. 

Additional Information

Physical Requirements/Environmental Conditions:

Work is performed inside and outside and underground, including attics and crawlspaces with exposure to heat, cold, dampness, noise, dust and, on occasion in confined spaces.  These physical demands are representative of what a technician may encounter in the field and are essential functions of the position. You will be involved primarily with field work on major renovation or new building construction sites involving long term standing and perhaps repetitive motions.  The position also requires work on ladders and multi-story buildings.  

Normally will be traveling to, walking and working in UM buildings, data nodes, telecom closets, basements, on ladders, or manholes.  Most work conducted at various locations on and off campus; and, moves throughout buildings to provide support and deliver/retrieve communication hardware and parts; equipment across campus and/or within buildings. 

Punctual, regular, and consistent attendance is required.  Responsible for protecting data and information from unauthorized release or from loss, alteration, or unauthorized deletion; and following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement which the incumbent signs. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Must have valid driver's license with excellent driving record
• Must be proficient at using small hand tools and larger power tools.
• Minimum age requirement is eighteen years.
• Ability to work a flexible schedule, at times including overtime and weekends.

Union Affiliation

This position is covered under the collective bargaining agreement between the U-M and the U-M Skilled Trades Union, Inc., which contains and settles all matters with respect to wages, benefits, hours and other terms and conditions of employment.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.