Network Operations Center Technician
Job Summary:
The Division of Information Technology (DoIT) is an exciting and dynamic work environment grounded in organizational principles that include family and personal life/work balance; an inclusive, respectful, and supportive work environment; professional development opportunities; innovation; and alignment with the campus's teaching, learning, and research missions. DoIT provides core IT infrastructure services to the university, develops and implements services for the university and in some cases, for the Universities of Wisconsin, plays a major role in managing the state-wide higher education network and regional networks.
We are seeking a motivated individual who enjoys real-time problem solving and wants to make a meaningful impact every day. As part of our Systems and Networking Control Center team, the Network Operations Center Technicians serve as the frontline guardians of UW-Madison's digital environment. Our technicians monitor hundreds of critical IT systems and networks-responding quickly and help ensure seamless connectivity 24/7/365.
In this role, you'll oversee the health and performance of services and infrastructure that supports support students, faculty, researchers, and partners across Wisconsin and beyond.
This position is scheduled to work third shift, Monday through Friday, from 11:30 p.m. to 7:30 a.m. An initial training period of up to six months is required, during which flexible scheduling may be available Monday through Friday. Annual holiday shift assignments and participation in on-call rotations may also be required.
This position is eligible for any of the following: 100% remote work; partial remote work; or fully on-site. Remote work requires an approved flexible work arrangement (FWA), which is reviewed and approved annually. An FWA requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer. Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee.
Key Job Responsibilities:
- Monitors hosted systems using a variety of vendor supplied, off-the-shelf, and custom built tools and addresses alerts according to established protocols
- Monitors multiple communications channels including chat rooms, email, and telephones for information and updates related to incident response or planned state changes to systems that would require adjustments to normal response procedures
- Makes necessary changes to the campus domain name system (DNS) system following established industry standard Hostmaster protocols based on customer requests
- Makes necessary changes to enterprise storage systems based on established protocols and requests
- Monitors local and wide area networks using a variety of vendor supplied, off-the-shelf, and custom built tools and addresses alerts according to established protocols
Department:
Division of Information Technology, Systems Engineering & Operations (SEO), SEO is the infrastructure and operations unit for DoIT. SEO provides physical and virtual hosting, storage, backup, and database infrastructure for campus needs as well as research computing resources. Additionally, our Digital Publishing and Printing Service (DPPS) provides full-service digital media and a wide range of printing services for campus.
The Systems and Network Control Center team is responsible for the manning and Operation of the 24×7 data center including monitoring over 400 central servers and the network operations control for the Campus backbone network.
Compensation:
Starting salary will be based on experience and qualifications. Well qualified applicants can expect to earn an hourly rate between $26.44 - $31.25, with final hourly rate based on experience and qualifications.
Employees in this position can expect to receive benefits such as generous vacation, holidays, and sick leave; competitive insurances and savings accounts; retirement benefits. Benefits information can be found at (https://hr.wisc.edu/benefits/).
Required Qualifications:
- Foundational networking knowledge, including an understanding of the OSI model, TCP/IP, subnets/VLANs, and routing/switching concepts.
- Basic familiarity with major server operating systems, but primarily Linux and Windows Server environments, including command-line comfort and routine troubleshooting.
- Strong understanding of ITIL or similar principles ( ISO/IEC 20000, COBIT, etc.) and hands-on experience using IT service management platforms (such as Cherwell, ServiceNow, Ivanti Neurons, etc.) to handle system monitoring and service request processing.
- Strong operational awareness, including the ability to follow runbooks, monitor complex infrastructure, escalate appropriately, and communicate clearly in a 24×7 operations setting.
- Hostmaster fundamentals, including familiarity with DNS concepts (zones, records, delegation), DHCP basics, and the ability to perform routine updates and troubleshooting in enterprise DNS/DHCP environments.
Preferred Qualifications:
- Operational knowledge of working in a large and complex IT environment, with highly specialized and decentralized service delivery departments, and a wide variety of constituent stakeholders at all levels of the organization (departmental technologists up to the CIO).
Education:
Bachelor's Degree Preferred Minimum
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