Communication & Network Technology Analyst 4 - Operations

This position reports to the Unified Communications Operations Manager. The Escalation Support Engineer serves as a technical leader with the recognized expertise to maintain, support, troubleshoot, and ensure the performance and security standards of the IT Infrastructure. The Escalation Support Engineer will have broad technical knowledge of network and voice technologies that includes Cisco Infrastructure for Routing and Switching, Cisco Firewalls, F5 and Citrix Load Balancers, Cisco Wireless, and Cisco Call Manager for Voice Services. The Escalation Support Engineer will also have expert hands-on experience with Enterprise Monitoring tools that includes SolarWinds Orion, NetScout products, and Datadog monitoring. The Escalation Support Engineer will be responsible for high level problem solving, complex assignments, assessment and leadership of hardware and software upgrades, review and action on security vulnerabilities, production acceptance, adherence to technology deployment standards, and the administrative and operational maintenance of the network monitoring tools. The position will work closely with other IT departments, Technology vendors, and the Network and Voice Engineering teams. Additional responsibilities include supporting departmental and strategic projects, participating in the annual tech assessment process, assisting with design and engineering efforts, and supporting rotational on-call assignments 24x7x365 for mission critical health system environments.

Apply By June 23, 2025 at 11:59 PM

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• Required to hold a valid California driver's license, have a driving record that is in accordance with local policies/procedures, and/or enroll in the California Employer Pull Notice Program
• Bachelor's degree in related area and / or equivalent experience / training
• 5+ years hands-on technical experience supporting enterprise WAN/LAN/Wireless networks
• Experience maintaining Cisco routers, switches, firewalls, and wireless AP's
• Expert knowledge and experience supporting dynamic routing protocols (i.e. OSPF)
• Expert knowledge and experience supporting gateway protocols (i.e. BGP, EIGRP)
• Advanced knowledge of network theory and technologies
• High level problem-solving skills to quickly assess and remediate complex problems
• High level understanding of the OSI layers
• Experience managing multiple projects simultaneously
• Experience and understanding of Cisco VoIP, Call Manager, Unity Voicemail
• Experience with supporting and maintaining Network Access Control (NAC)
• Experience with supporting and maintaining enterprise level Network Management Systems and troubleshooting tools
• * Advanced knowledge of professional communications and network systems in the completion of diverse assignments. * Advanced knowledge of the practices and techniques of the voice and data network field and the ability to determine a course of action based on guidelines. * Understands implications of work on other areas. * Has highly developed problem-solving skills to independently resolve issues using defined parameters and technical expertise. * Clearly understands the communications and network needs of the organization and has skills needed to address those needs. * In-depth, advanced understanding of various network hardware platforms, network related protocols and software including understanding of OSI layer 2 and 3 protocols at a complex level and related technical standards critical to the operation of interconnected networks. * Demonstrated ability to analyze highly complex communication hardware and software systems for maintaining a real-time resource that impacts campus/Medical center/OP wide network users. * Advanced knowledge and experience working with network management systems. * Demonstrated ability to gather, organize and analyze data in the completion of a variety of functional assignments. * Able to learn effectively and meet deadlines. * Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization. * Self-motivated and works independently and as part of a team. * Demonstrated problem-solving skills of unique issues and problems.

Preferred Qualifications

• CCNA or CCNP certification
• F5 or Citrix Load Balancers
• Cisco Call Manager and Unity Voicemail
• SolarWinds Orion or similar enterprise monitoring tools
• Python or similar scripting experience
• Highly developed project management and leadership skills
• Advanced technical writing skills to document process, procedures, and work activities
• Demonstrated ability to train staff on highly technical concepts

Key Responsibilities

• 40% - Operational escalations and troubleshooting
• 20% - Operational hardware and software upgrades
• 20% - Network and Voice implementations
• 10% - Operational administration of monitoring and troubleshooting tools
• 10% - Documentation and Project Management

Department Overview

IT Unified Communications provides planning, implementation, and operational support activities for WAN, LAN, Wireless, Voice, VoIP, Video, and Mobile Cellular devices across the entire UC Davis Health enterprise. The team provides technical leadership and support for all networking that includes installation, training, and problem resolution. IT Unified Communications is dedicated to delivering secure, reliable, and forward-thinking solutions for its healthcare customers.

Position Information

• Salary or Pay Range: $8,283.33 - $16,366.66
• Salary Frequency: Monthly
• Salary Grade: Grade 25
• UC Job Title: COMM AND NETWORK TCHL ANL 4
• UC Job Code: 000545
• Number of Positions: 2
• Appointment Type: Staff: Career
• Percentage of Time: 100%
• Shift (Work Schedule): Monday - Friday 8 hours
• Location: UCDHAS Building (HSP165)
• Union Representation: 99 - Non-Represented (PPSM)
• Benefits Eligible: Yes
• This position is 100% on-site
• This position is not eligible for H-1B visa sponsorship.

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

* High quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program including access to free mental health services
* Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here

Physical Demands

• Standing - Frequent 3 to 6 Hours
• Walking - Frequent 3 to 6 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Lifting/Carrying 26-50 lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Bending/Stooping - Occasional Up to 3 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Occasional Up to 3 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Frequent 3 to 6 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Occasional Up to 3 Hours
• Customer/Patient Contact - Occasional Up to 3 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

Must be able to work extra hours (nights and weekends) and must be available for a 24-hour a day on-call rotation.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks