Summary/Objective

Come join Merit Network, Inc., a team of passionate individuals at a non-profit serving Michigan's public universities, colleges, K-12 organizations, libraries, state government, healthcare and other Michigan non-profit organizations for over 55 years! As an important member of our 24/7 Merit Support Center (MSC) team, you will be the first point of contact for cybersecurity and network-related inquiries ensuring that vital Michigan institutions remain connected, protected, and operational. 

The MSC is the combined environment of a Network Operations Center (NOC), Security Operations Center (SOC), and support for the services that Merit provides over the network. You will need to have an entry level skill set in security, networking, and customer support.

This entry-level position offers an excellent opportunity to apply your foundational skills in security, networking, and customer support. You'll assist in triaging incoming emails, alerts, and member phone calls, quickly identifying issues and escalating them to the appropriate team members within the MSC. Every step of the way, you'll be supported in developing more advanced networking and security skills, with access to ongoing training and professional support. 

If you?re enthusiastic about learning, enjoy problem-solving, and are driven by a sense of mission, we invite you to support Michigan's vital research and education community while growing your career alongside a passionate and inclusive team. 

To learn more about Merit and our team, please visit our website: https://www.merit.edu

Merit is hiring for two individuals to fulfill this role at this time. One will fill an 8am-4pm shift, and the other will fill a 2pm-10pm shift. 

Have questions about the role or want to learn more before applying? 

Join our informal, open-forum Zoom sessions to connect with the hiring team! Drop in at any time during the hour and stay as long as you'd like - whether you have specific questions or just want to listen in. 

Thursday, September 4 | 12:00 PM - 1:00 PM EST | Click Here to Join Thursday's Zoom Meeting

Essential functions for this position are followed by an (E).

MSC Operations (80%)

• Manage and prioritize incoming emails, phone calls, and system alerts using established monitoring and ticketing platforms within our support center, ensuring prompt escalation as necessary. (E)
• Triage ?Phishing Takedown? requests and additional SOC offerings as services expand, following protocols for incident initial response. (E)
• Provide responsive, professional support to Merit Members and customers across a range of organizations, addressing Tier 1 tickets for services such as DNS, IRR (RADb), billing issues, and scheduled maintenance requests. (E)
• Coordinate with NOC/SOC Specialists and supporting Engineers to ensure rapid and accurate incident escalation and resolution. (E)

MSC Administration and Development (20%)

• Review completed support tickets for documentation accuracy and completeness.
• Collaborate with team members to analyze major incidents; participate in after-action reviews to build expertise in network and cybersecurity operations.
• Pursue ongoing professional development as supported by Merit.

Other Duties

Please note this job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, cloud-based systems, and AV/teleconferencing software & equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee (with or without accommodations) to successfully perform the essential functions of this job.

Employees must frequently work at computer stations, answer telephone calls, emails, and/or other forms of customer/client communication. Employees may on occasion be required to move items of various sizes and weights throughout the office or building.

Enjoy comprehensive benefits that support your health, well-being, and future, including:

• Full access to medical and dental insurance for you and your eligible dependents.
• Generous 2:1 retirement matching to help you plan for your long-term goals.
• Paid vacation, sick time, holidays, and additional paid time off to support work-life balance.
• Access to a variety of well-being programs, resources, and campus perks.
• Professional development opportunities and educational assistance to further your career.
• And more discover the complete benefits package at careers.umich.edu/benefits 

The University of Michigan is an equal employment opportunity employer.

About University of Michigan - Ann Arbor

A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.

Connections working at University of Michigan - Ann Arbor