About Berkeley The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptanceacademic and artistic, political and culturalmake it a very special place for students, faculty and staff.
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.
Application Review Date The First Review Date for this job is: April 16, 2019.
Departmental Overview We provide core infrastructure technology services to the campus, a common, reliable, standards-based technical environment, and cyber-infrastructure for research and education. Infrastructure services include:
Data Center Colocation - providing campus customers a secure location and network connectivity for housing mission-critical servers.
Endpoint Operations and Services (EOS) - manages and maintains the Berkeley Desktop which provides a reliable, secure, and integrated computing environment that reduces the amount of time faculty and staff spend maintaining their UC Berkeley-owned computers.
Enterprise Storage and Backup solutions - offering two data storage options depending on what type of access is needed: Storage Area Network (SAN) and Network Attached Storage (NAS).
IT Business Continuity - consultation and planning to deliver IT resiliency, business continuity solutions and services for campus applications administered by IST, both locally and at UC Berkeley's fail-over site, the San Diego Supercomputer Center (SDSC).
Production Control Shared Services Center (link is external) - a UC multi-campus organization, the PCSSC is responsible for delivering workload automation, batch scheduling and file transfer services in IBM mainframe and distributed (Unix, Windows, Linux) platform environments.
Responsibilities Voice Service Request (Moves, Adds, Changes - MACs):
Responsible for the day to day administration of Avaya's telephony platform which include moves, adds and changes of UC Berkeley's 14,000 stations.
Resolves all service requests for onsite and off campus locations
Provides timely updates to customers related to their service request by updating and resolving service request tickets
Develops or updates documentation related to infrastructure changes caused by MACs or new office/building build outs or major office moves.
Updates the Pinnacle Billing system when required to maintain revenue assurance
Must have strong understanding and experience with TDM technologies and cross connects (66/110 blocks) to be able to perform MACs
Proficient with Avaya phone features to provide user to user phone training during MACs
Installs both Centrex and Avaya PBX lines as requested by departments, using current infrastructure and following current business processes and protocols in place. Voice Incident Resolution:
Responsible for day to day troubleshooting of Avaya digital phones, Analog lines, T1/PRIs, Emergency telephones, 911 CAMA trunks, headsets, phone sets and 66/110 block cabling problems.
Updates all incident tickets in a timely manner to maintain SLA and keep customers appraise of their respective incidents
Develops lessons learned documentation for major incidents
Works with vendors, carriers or other internal IT departments to resolve telephony incidents
Performs on-call rotation duties to ensure availability of critical systems
Must have a strong understanding of cross connects and TDM technologies to resolve wiring problems
Participates in training opportunities for professional development.
Participates in UC Berkeley's home football games to support all telephony cabling installations and troubleshooting
Bachelor's degree in related area and/or equivalent experience/training
Advance understanding of 66/110 and CAT5e cabling
Experience supporting Avaya telephony Moves, Adds and Changes
Expertise with Windows, Word, Excel, Visio, project software and other applications software.
Industry standard certifications are a plus
Must be able to communicate effectively in writing and verbally.
Basic understanding of various network hardware platforms, network related protocols and software.
Ability and desire to focus efforts toward timely handling and resolution of customer problems is a must.
ServiceNow ticketing system experience a plus
Must be able to communicate effectively with campus customers and fellow employees and have the ability to maintain professional composure during adverse situations.
Licenses or certifications, if any:
Telecom Fundamentals II Certification
Salary & Benefits For information on the comprehensive benefits package offered by the University visit:
How to Apply Please submit your cover letter and resume as a single attachment when applying.
Conviction History Background This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
The University of California was chartered in 1868 and its flagship campus - envisioned as a "City of Learning" - was established at Berkeley, on San Francisco Bay. Today the world's premier public university and a wellspring of innovation, UC Berkeley occupies a 1,232 acre campus with a sylvan 178-acre central core. From this home its academic community makes key contributions to the economic and social well-being of the Bay Area, California, and the nation.