Netcom Services Technician

Job Information

• Title:
  
  Tech Support Technician (Netcom Services Technician)
• Competency Level: Advanced
• FTE: 1.0 (40 hours per week)
• Location:
  
  Main UNCW Campus
• Duration: 12 months per year, Permanent
• Work Days:
  Monday - Friday
• Hours:
  
  8:00 am – 5:00 pm
• Vacancy Number: S02789

$62,000 – $67,000 (within approved recruitment range)

• Generate and process work orders; communicate with customers to provide service solutions.
• Collaborate with technical staff to complete work orders and manage billing for campus departments.
• Resolve routine and non‑routine station issues, mid‑level switch issues, and backend system issues such as non‑standard phone and voicemail setups, E911 configuration, and phone feature compatibility.
• Consult with specialists on technical issues as needed and provide backup assistance to team analysts and specialists.
• Apply technical knowledge to implement solutions and produce analytics from systems to inform future design and create efficiencies.
• Utilize server access to assign services, activate features, and complete custom configurations for customers.

High‑school graduation and one year of technology‑related experience. Computer coursework may substitute experience on a year‑for‑year basis, or an equivalent combination of education and experience.

• Bachelor’s degree and 3+ years of experience or equivalent combination of training and experience.
• Previous experience working as a VoIP network administrator.
• In‑depth knowledge of VoIP systems and IP protocols, with emphasis on creating intricate call‑routing solutions.
• Administration of VoIP routing including carrier level, hunt groups, simultaneous ring groups, etc.
• Experience in end‑user support in a VoIP environment, including physical phones and softphones, for a secure (encrypted) architecture.
• Familiarity with telecom billing systems.
• Experience with E911 and other telecommunication regulations.
• Assist with structured cabling installation and testing (copper and fiber) as needed to support voice and network services.
• Support Layer 1 network activities, including switch installations, patching, and physical connectivity troubleshooting.
• Working knowledge of Microsoft Office Suite with heavy use of Excel.
• Strong verbal and written communication skills with the ability to work well in a team setting.
• Experience in a university system.

Final candidates are subject to criminal & sex‑offender background checks. Some vacancies also require credit or motor‑vehicle checks. UNCW participates in E‑Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

UNCW does not discriminate against any employee or applicant for employment because of race, sex, gender identity, marital status, age, color, national origin, religion, disability, sexual orientation, political affiliation, veteran status, military service member status, genetic information, or relationship to other university constituents – except where sex, age, or ability represent bona fide educational or occupational qualifications or where marital status is a statutory eligibility criterion for state‑funded employee benefit programs.