Residential Computing

Position Overview

Under the supervision of the Network and Systems Engineering Supervisor and in collaboration with other technical teams of student and full-time staff, the Lead Network Engineering Assistant is responsible for supervising the Network Engineering Assistant team; overseeing requests from customers via IT helpdesk tags; and helping to lead projects in managing installation, setup, and front-line, technical customer support to over 8,000 network/cable TV drops for all residence halls and RSSP administrative offices. This includes installation/termination, troubleshooting and repair of damaged cable and connections; tier 1 to 3 problem resolution [complex tier 3 may be referred to the Network Engineering supervisor]; direct customer service to residents and RSSP administrative staff; troubleshooting and replacement of dysfunctional network equipment and other related devices. The Lead Network Engineering Assistant also works with the team to support over 300 peripheral devices as well as maintain and document approximately 400 network devices in 300+ wiring closets.

Qualifications

Required: Strong leadership skills: accountability and reliability; effective communication and organizational skills; ability to supervise team and lead projects: prioritize tasks and delegate responsibilities; experience in teaching/training others; excellent customer service and interpersonal skills; good at troubleshooting logic; ability to exercise judgment and initiative; strong work ethic, good time management; must be able to quickly learn and apply information on technologies; motivation to build knowledge of network/cable TV infrastructure, working knowledge of Cat5e standard, different types of Ethernet termination, layer 1 to 3 network switching, computer operation/network problems, troubleshooting cable TV RF signals; ability to lift computer equipment (50-100 lbs); driving is required; minimum GPA of 2.0.

Preferred: strong organizational and administrative skills; writing technical documentation experience; basic knowledge of computer desktop hardware/applications (Microsoft Office, Unix, etc.), ability to apply the OSI layers model (especially layer 1 to 3), knowledge/experience of different types of Ethernet termination, experience troubleshooting network problems according to Cat 5e standard, knowledge and expertise in cable TV troubleshooting; some knowledge of TCP/IP serial topology would be a plus.

Terms of Employment

1. The period of employment for this position commences upon hiring and continues through the 2012-2013 academic year.
2. The Lead Network Engineering Assistant is paid a wage of $18.25 per hour. The Lead Network Engineering Assistant must be a currently enrolled UC Berkeley student with a minimum GPA of 2.0.
3. The Lead Network Engineering Assistant is required to work 10-19 hours per week during the academic year, including a minimum of 3 consecutive hours shift between 9am to 5pm Monday through Friday; some after hour team meetings and occasional after hour/weekend duties for emergency tasks; availability for summer work is required. A work schedule will be determined in consultation with the Network and Systems Engineering Supervisor.
4. This position is required to participate in training programs during the Spring 2012 semester, including sessions on February 22nd, April 6th, and April 13th.
5. This position is also required to participate in training programs during the Summer 2012 semester, including sessions on August 13-17th.
6. This position is subject to a criminal background check. Regular operation of UC vehicles as part of assigned job duties is required. A DMV check for a valid driver's license and driving record screening is required. Position meets the following criteria:
• Possession of key or card access.
• Operation of University vehicles as part of assigned job duties.
• Specific job duties: Requires access to both on and off site computer equipment storage, office building, and other facilities areas. Driving is required to get to various units and locations.
7. It is a requirement that anyone in this position work in a safe and responsible manner while not putting him/herself or others at risk. This includes complying with applicable policies and regulations, using personal safety gear, observing warning signs, learning about potential hazards, and reporting unsafe conditions.
8. Employment with the Information Technologies unit is subject to the applicant's ability to provide appropriate documentation and sign necessary papers for employment in conformance with state laws and University regulations.
9. Continued employment is contingent upon satisfactory job performance evaluation by the Network and Systems Engineer Supervisor of the Infrastructure Services group.

Job Duties

(40%) Supervision

• In conjunction with the Network and System Engineering Supervisor, the Lead Network Engineering Assistant selects and trains 4-5 Network Engineering Assistants.
• Directly supervise and evaluate Network Engineering Assistants.
• Promote teamwork and collaboration among the team and with other teams.
• Prepare agendas and conduct regularly scheduled team meetings and trainings.
• Ensure the team work schedule is set as needed.
• Hold an informal one-on-one check-in meeting with each Network Engineering Assistant at least once per semester and conduct a formal performance evaluation once a year.
• Act on behalf of the Network and System Engineering supervisor in his/her absence to oversee daily operations, staff coverage and ongoing projects.
• Ensure problems are properly escalated when necessary.

(35%) Infrastructure Support

• Proactively manage the Network Engineering Assistant team in installation, set-up, and support of network infrastructure for all the residence halls and administrative offices, including installing and terminating cables; troubleshooting and repair damaged connections; configuration and installation or troubleshooting/replacement of dysfunctional network switches and any other related devices; if needed, some degree of desktop troubleshooting to get the users back on-line. Conduct wireless investigation; install/maintain wireless access points.
• Coordinate and manage network equipment upgrades.
• Lead the team in support of all cable TV infrastructure, install and terminate cables, taps, splitters, amplifiers, and line extenders; troubleshoot and repair damaged connections and devices; maintain satellite head end equipment; conduct infrastructure analysis and diagnosis, including but not limit to testing radio frequency, audio, noise level and the balance of signals for all the channels at different levels.
• Demonstrate good customer service by overseeing projects, helpdesk tags, and bugs.
• Delegate and follow-up with Network Engineering staff in completing specific tasks.
• Serve as a technical resource for troubleshooting.

(15%) Business Peripheral Support

• Oversee routine maintenance of business system peripheral devices for both hardware and software: install, configure, maintain, and routinely do preventive maintenance. Peripheral devices include: meal access readers, Micros cash registers, laundry controller units, security monitor readers, time clocks, vending readers, DSP door access readers, off-campus vendor readers, and terminal servers.
• Promptly follow through on assigned tasks.
• Coordinate and manage peripheral device and equipment upgrades.

(10%) Documentation

• Check systems and emails at least twice a day; monitor Helpdesk tags/bugs throughout the day.
• Oversee maintaining, documenting, and labeling network devices/equipment and all network drops.
• Update equipment databases inventory for tracking purposes.
• Document problems and solutions on central documentation resources.
• Assist in developing educational resources, such as information sheets and network troubleshooting resources.
• Recommend modifications to policies and procedures as needed.

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