Network Support Technician (On-Site) -Information Technologies

Role overview

Schedule and work conditions

• Seven-hour workday beginning at 7:00 a.m., Monday to Friday.
• Regular on-campus attendance is essential; remote and work-from-home arrangements are not available.
• Travel to remote sites is required, and occasional work outside regular hours may be needed for changes, urgent incidents, or operational needs.
• Work involves movement between campus locations, competing priorities, physical network equipment, and in-person troubleshooting.
• Physical tasks may include lifting and carrying equipment, climbing ladders, working in constrained spaces, and distinguishing colour-coded cabling.

Client and incident support

• Receive, assess, prioritize, and resolve wired and wireless incidents and service requests.
• Continuously monitor and proactively manage the ServiceNow queue, including before and after field assignments and at appropriate intervals while away from the office.
• Communicate findings and realistic expectations to clients, and confirm service restoration.
• Troubleshoot connectivity across devices, outlets, cabling, switch ports, access points, VLAN, DHCP/DNS, authentication, and NAC policy paths.
• Use monitoring, management, ticketing, and diagnostic tools to isolate faults and collect evidence.
• Escalate complex, high-impact, security-related, or out-of-scope matters with complete notes and relevant logs.
• Coordinate with service desk, network analysts, identity and security teams, vendors, contractors, and other technical groups.
• Work independently and safely in the field, keep stakeholders informed, and escalate safety concerns, service risks, and issues outside the role’s authority.

Access-layer installation and operations

• Install, replace, connect, label, terminate, rework, test, and remove access-layer equipment and infrastructure, including switches, wireless access points, UPS units, optics, power supplies, copper and fibre cabling, patch cables, and BIX cross-connects and termination fields.
• Perform approved UPS inspections and maintenance, including battery replacement and complete unit swaps; verify load, alarms, power restoration, and connected equipment operation.
• Escalate electrical faults, capacity concerns, unsafe conditions, or work requiring a qualified electrical trade.
• Activate, deactivate, and validate switch ports; apply approved configurations; and confirm VLAN, Power over Ethernet, speed, duplex, authentication, and reachability.
• Support Aruba and Juniper switching and wireless platforms during the transition to Juniper through applicable management platforms.
• Follow University networking standards, perform pre-change checks, follow approved implementation, change-management, and rollback procedures, validate service, and report unexpected results or deviations.

Requirements

• Attend campus regularly; the position is not eligible for remote or work-from-home arrangements.
• Travel between campus and remote sites is required, with occasional work outside regular hours.
• Be able to move between locations and perform physical work that may include lifting and carrying equipment, climbing ladders, working in constrained spaces, and distinguishing colour-coded cabling.
• Work safely and independently at client and technical locations, communicate while in the field, and escalate safety concerns and out-of-scope issues.
• Follow University networking standards and approved implementation, change-management, and rollback procedures.