TOC Engineer II

Pay Range Minimum
Job Code:

*This is a Non-Exempt position. Employees in this position are paid an hourly pay rate, on a bi-weekly basis, and are eligible to receive overtime pay for any hours worked over 40 in a work week.

JOB DESCRIPTION: **This is a central university office position** Responds proactively and reactively to enterprise-wide voice, data and wireless issues and server issues. Utilizes fault isolation and repair techniques to quickly isolate the root cause. Monitors assigned ticketing queues, monitors applications such as SMARTS, handles customer phone calls, develops software and tools for optimizing network monitoring and performance, monitors network performance and prepares statistics to document incidents and provide history for future reference and research. Supports network hardware, analyzes and addresses anomalies and optimizes communications between and among network hardware devices. Acts as a subject matter expert on network communications and supports other IT staff to troubleshoot and resolve network issues at the customer premise. Monitors, reviews, assigns and accepts trouble tickets in all assigned ticketing systems to ensure all tickets are resolved within Service Level Management guidelines. Responds to alert notifications received via supplied monitoring tools such as SMARTS to reduce impact of potential issues. Perform troubleshooting to clear or identify issues at the OSI layers 1 through 3. Interacts with IT departments to drive issue resolution. Interacts with customers to obtain additional information, provide status reports and evaluate short and long-term solutions. Follows up with customers to ensure customers test solutions and to ensure application functionality. Responds to requests from Data Engineers and Field Services Technicians to verify connectivity of interfaces. Interacts with Data Engineers and Field Services Technicians to move interfaces into the appropriate Virtual Local Area Networks (VLANs). Troubleshoots sources of non-functioning switches and routers to diagnose issues, to restore service and to support work performed on-site. Monitors, reviews, assigns and accepts WOs in all assigned ticketing systems to fulfill customer requests. Reviews requests for accuracy to ensure requirement information is gathered for completing work and resolving issues within established deadlines. Utilizes web-based system management tools to fulfill IP address assignment requests. Utilizes system tools (e.g., Domain Name System [DNS], etc.) to review available IP addresses and to assign addresses to customers. Completes the IP address registration process to update DNS and to support network management activities. Interacts with Network Security to establish access rules for maintaining firewalls. Evaluates network wireless monitoring systems (i.e., tunnels) to verify wireless services are active and functioning properly. Performs related responsibilities as required.
MINIMUM QUALIFICATIONS: A high school diploma and three years of relevant IT experience, OR an equivalent combination of education, training, and/or experience. DATE REVIEWED/CREATED/MODIFIED: 11/05/10 JB

The above statements are intended to describe the work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.


Emory University is dedicated to providing equal opportunities to all individuals regardless of race, color, religion, ethnic or national origin, gender, age, disability, sexual orientation, gender identity, gender expression, veteran's status, or any other factor that is a prohibited consideration under applicable law.

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