System Administrator 2
System Administrator 2
Job Number: 76258
JOB PURPOSE: Working with a team of other System Administrators within the Stanford Service and Operations Center, receive, analyze, resolve and/or triage computing hardware, software, telecommunications, Video Conferencing and networking problems reported by Stanford University faculty, staff, students and residential clients as well as Stanford Hospital and Clinics and Lucile Packard Children's Hospital staff, doctors and residents by way of telephone, voicemail, and self-submitted requests through the HelpSU request system. This System Administrator 2 position is dedicated to monitoring and first-line support of Stanford's network (wired and wireless as well as connections to the Internet), telephone systems, voicemail, paging, door security and email systems, as well as other campus-wide systems, and providing initial systems response to reports of service degradations or outages. The Operations staff is responsible for monitoring and supporting IT Services' Data Center activities, from coordinating after-hours access, to monitoring of the housed systems (servers, network connections, HVAC and security systems) to assisting with tape and storage system activities, including handling regular operational activities (system reporting, data scans, analysis of alerts, “remote hands” tasks for servers and network connections). First Response, End-to-End Incident Management: Answer ACD (Automatic Call Distribution) line and respond to web generated HelpSU/Servicenow tickets ; triage client and monitoring system reported problems; resolve identified problems using excellent customer service practices. Assess the extent of problems and take corrective action and initial response as specified in written procedures; work in a team with other Subject Matter Experts (SMEs) on more complex problems to SMEs and vendor remote technical assistance; act on behalf of SME or vendor technical representatives for “remote hands” operations as directed. This work requires detailed knowledge and expertise in the campus' enterprise telephone systems (Cisco Call Manager, AVAYA Contact Center, Nortel CS2100, and Ascom wireless phones), the Cisco UCS, ESXI hosts, Diebold and Lenel door security systems, Spok paging infrastructure, Voxida voice recording, and monitoring tools. The IT Operations Center (ITOC) is responsible for 24x7x365 network monitoring and first response, and incident management for all IT Services systems, applications, and the Data Center Building Facilities. The ITOC is also responsible for after-hours operations, remote hands services, network switch replacement, and end-user troubleshooting for various systems and services. The ITOC is also the primary support system for enterprise voice, paging, the operator service platform, and the campus card system. Because the function of this group is to handle incidents and issues, it is also the primary owner and coordinator for the IT Services and Administrative Systems Department Operations Center/Disaster Recovery efforts. Please note: Although standard shifts are assigned, the ability to work swing shifts and owl shifts is required with appropriate notice. CORE DUTIES*:
Other duties may also be assigned MINIMUM REQUIREMENTS:
Education & Experience: Bachelor's degree and five years of relevant experience, or a combination of education and relevant experience. Avaya contact center experience is strongly preferred. Knowledge, Skills and Abilities:
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu. Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
Job: Information Technology Services
Location: Business Affairs: Administrative Systems (IT)
To be considered for this position please visit our web site and apply on line at the following link: stanfordcareers.stanford.edu
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.