Description
The
Information Technologies is currently seeking a Full-time Regular
Network Support Technician.
The Network Services team provides reliable, secure, and scalable network connectivity to the University community. This is a hands-on, front-line technical position that reports to the Network Services Manager and works directly with faculty, staff, students, service teams, contractors, and other clients at campus locations.
The position works a seven-hour day beginning at 7:00 a.m., Monday to Friday. Regular on-campus attendance is an essential requirement because the work involves physical network equipment, telecommunications spaces, client locations, and in-person troubleshooting. The position is not eligible for remote or work-from-home arrangements. Travel to remote sites is required, and occasional work outside regular hours may be necessary for planned changes, urgent incidents, or operational needs.
The work requires frequent movement between campus locations, competing priorities, timely client communication, and safe work around active network infrastructure. The incumbent may be required to lift and carry equipment, climb ladders, work in telecommunications rooms or other constrained spaces, and distinguish colour-coded cabling.
The incumbent independently handles routine access-layer incidents, approved port activations, equipment replacement, physical checks, validation, client communication, and documentation. Changes with broader service impact, unclear ownership, elevated security risk, or implications for core routing, firewall policy, network architecture, or NAC policy design must be escalated and approved through the appropriate operational or change-management process.
Summary of Key Responsibilities (job functions include but are not limited to):
Front-Line Client and Incident Support
- Receive, assess, prioritize, and resolve wired and wireless network incidents and service requests.
- Continuously and proactively monitor the ServiceNow queue throughout the workday, including before and after field assignments and at appropriate intervals while working away from the office. Promptly identify, acknowledge, prioritize, update, and advance assigned incidents and service requests. Active queue management is a critical responsibility and a key measure of success in this role.
- Work directly with clients to understand symptoms, explain findings in clear language, set realistic expectations, and confirm service restoration.
- Troubleshoot connectivity across the client device, wall outlet, cabling, switch port, wireless access point, VLAN, DHCP/DNS services, authentication, and NAC policy path.
- Use available monitoring, management, ticketing, and diagnostic tools to isolate faults and collect evidence.
- Escalate complex, high-impact, security-related, or out-of-scope issues with complete troubleshooting notes and relevant logs.
- Coordinate with the service desk, Network Services analysts, identity and security teams, vendors, contractors, and other technical groups until ownership and next actions are clear.
- Work effectively and safely alone at client and technical locations. Exercise sound judgement within established procedures, organize and complete assigned work without continuous supervision, maintain communication while in the field, and promptly escalate safety concerns, service risks, or issues outside the role's authority.
Access-Layer Installation and Operations
- Install, replace, connect, label, terminate, rework, test, and remove access-layer equipment and associated infrastructure in accordance with University standards. This includes access switches, wireless access points, UPS units, optics, power supplies, copper and fibre cabling, patch cables, and BIX cross-connects and termination fields.
- Perform approved routine UPS inspections and maintenance, including UPS battery replacement and complete UPS unit swaps. After completing the work, verify load, alarms, power restoration, and operation of connected network equipment. Escalate electrical faults, capacity concerns, unsafe conditions, or work requiring a qualified electrical trade to the appropriate service owner.
- Activate, deactivate, and validate switch ports; apply approved access-layer 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, including approved operational work through the applicable management platforms.
- Adhere to University Networking standards at all times. This is a paramount responsibility and a key measure of success in the role. Perform pre-change checks, follow approved implementation, change-management, and rollback procedures, validate service after work is completed, and promptly report unexpected results or deviations from standard
- Assist with network refreshes, moves, additions, changes, equipment inventories, site surveys, and coordinated maintenance activities.
- Work safely in active telecommunications spaces and protect service continuity, equipment, cabling, and client areas.
Network Access Control and Technical Troubleshooting
- Use Aruba ClearPass to investigate authentication, authorization, endpoint profiling, posture assessment, role assignment, and device-onboarding issues within assigned access.
- Interpret common 802.1X, MAC authentication, RADIUS, DHCP, DNS, VLAN, spanning-tree, link, and PoE symptoms to determine the likely fault domain.
- Validate whether a problem is local to a client, port, cable, access switch, access point, building, or shared service before resolving or escalating it.
- Follow security, privacy, change-management, and privileged-access requirements. Do not alter firewall policy, core-routing architecture, or restricted security controls unless specifically authorized and assigned.
Documentation, Inventory Management and Service Improvement
- Maintain accurate inventory management records for switches, wireless access points, UPS units and batteries, optics, cabling materials, spares, tools, and other assigned network assets, including receipt, storage location, deployment, return, transfer, repair, recycling, and disposal status. Inventory updates are mandatory and must be completed as part of each applicable work activity.
- Record the issue, impact, diagnostics performed, changes made, results, client communication, and escalation details.
- Identify recurring issues, documentation gaps, unsafe conditions, and opportunities to improve support procedures or access-layer standards.
- Maintain technical knowledge through training, self-study, vendor resources, and practical experience with the University's evolving network environment.
Qualifications / Requirements:
- A technical diploma in networking, telecommunications, information technology, or a related field. An equivalent combination of relevant education and hands-on experience will be considered.
- Practical experience supporting enterprise wired and wireless networks in a client-facing operational environment.
- Working knowledge of Aruba ClearPass, including investigation of endpoint authentication, authorization, profiling, role assignment, and common RADIUS or 802.1X failures.
- Hands-on experience with Aruba switching or wireless technologies is required, together with the ability to develop operational proficiency with Juniper switching, Juniper Mist, and related tools as the environment transitions. Experience supporting both Aruba and Juniper technologies is an asset.
- Working knowledge of Layer 1 and Layer 2 networking and foundational Layer 3 concepts, including Ethernet, VLANs, trunks, spanning tree, PoE, IP addressing, DHCP, DNS, and basic routing.
- Experience replacing and troubleshooting access switches and wireless access points; activating and validating switch ports; installing, terminating, reworking, and testing copper and fibre links and BIX cross-connects; and performing approved routine UPS maintenance, battery replacement, and UPS swaps. The work must be completed using appropriate cabling, electrical-safety, and network diagnostic procedures.
- Demonstrated ability and commitment to consistently follow University Networking standards, approved designs, change procedures, access controls, and escalation paths without making unauthorized changes. Adherence to these standards is mandatory.
- Strong client-service, communication, teamwork, time-management, and problem-solving skills.
- Self-motivated and dependable, with demonstrated ability to work independently, manage competing priorities, maintain situational awareness, and follow work through to completion with limited supervision.
- Demonstrated discipline in continuously monitoring and managing a ServiceNow or comparable IT service-management queue, including timely acknowledgement, prioritization, status updates, documentation, escalation, and closure of work.
- Ability to document technical work clearly and accurately for both technical teams and service records.
- Demonstrated ability to maintain accurate inventory and asset records; reconcile physical stock with system records; document equipment receipt, storage, deployment, movement, return, repair, recycling, and disposal; and promptly investigate and resolve discrepancies.
- Ability to perform the physical requirements of the role, including lifting and carrying network equipment, climbing ladders, working in confined or restricted spaces, and distinguishing colour-coded wiring.
- Demonstrated proficiency in spoken and written English is mandatory at the level required to communicate clearly with clients and colleagues, understand technical and safety instructions, and prepare accurate service records and technical documentation.
- A valid Class 5 driver¿s license (cannot be a graduated license) with proven good driving record (abstract required).
Application Deadline: October 19, 2026
We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.
This position is part of the AUPE bargaining unit, and falls under the
Technical Job Family, Phase 2.
For a listing of all management and staff opportunities at the University of Calgary, view our
Management and Staff Careers website.
About The University Of Calgary
UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.
The University of Calgary has launched an institution-wide Indigenous Strategy
ii' taa'poh'to'p committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.
The university's commitment to the Indigenous Strategy is evident through the oversight of 18 Elders serving on the Circle of Advisors and the many unit-based circles working towards implementation of the strategy including the Faculty Advisory Circle and teams such as the Office of Indigenous Engagement, the Writing Symbols Lodge, and the Indigenous Research Support Team. Many Indigenous-based events and processes are impacting curriculum, programming and polices at the University of Calgary.
As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Institutional Commitments ([email protected]) and requests for accommodations can be sent to People & Culture ([email protected]).
Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.
We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada. 
