Network Engineer

About the role

The Technical Support Engineer plays a crucial role in ensuring the reliability, security, and responsiveness of IT systems and services at Harvard University. This position is part of the Network Infrastructure team and involves providing advanced technical support for various network services.

Responsibilities

• Execute operational support for enterprise services in alignment with TPS and HUIT standards.
• Provide advanced (Tier 2 / Tier 3) technical support for Network systems, including hardware, software, and networked devices.
• Ensure all operational work is tracked transparently using enterprise ticketing and project management systems.
• Participate in scheduled on-call rotation to support 24/7 operational requirements.
• Collaborate closely with architects, product managers, vendors, and other HUIT teams.
• Serve as an escalation point for complex technical issues and user-impacting incidents within supported services.
• Support execution of the defined service roadmap by implementing standards, procedures, and operational improvements.
• Take ownership of assigned incidents, problems, and service requests through resolution and documentation.
• Triage and assign incoming ServiceNow incidents and account requests to ensure timely resolution.
• Monitor system health, and alerts to proactively identify and address issues.
• Perform root-cause analysis and contribute to long-term remediation through documented SOPs and configuration standards.
• Ensure services remain stable and reliable during vendor-driven, compliance-driven, and institutionally required change.
• Balance operational workload across reactive support and planned project work.
• Implement and adhere to established security, compliance, and risk management practices.
• Support operational security controls, including access controls, patching, and configuration standards.
• Identify, document, and escalate security or compliance concerns as they arise.
• Ensure procedures are operationally feasible, auditable, and clearly documented.
• Work directly with vendors and service providers to troubleshoot issues and coordinate support activities.
• Provide operational input into vendor support cases, maintenance activities, and system upgrades.
• Deliver high-quality customer service to faculty, staff, and campus partners.
• Support user-visible service changes by assisting with deployment, validation, and documentation.
• Ensure changes are well-coordinated, clearly communicated, and supported with appropriate training materials.
• Reduce friction between central services and distributed IT and facilities organizations through clear communication and follow-through.

Qualifications

• Minimum of two years’ post-secondary education or relevant work experience.
• Demonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisor.
• Knowledge of configuration and maintenance of IT infrastructure systems within an enterprise environment.
• Certificates and Licenses: Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred. N+, CCENT, or CCNA certification or equivalent Aruba certification is a plus.

Benefits

Harvard offers a comprehensive benefits package that supports a healthy work-life balance and your physical, mental, and financial wellbeing. This includes generous paid time off, medical, dental, and vision health insurance coverage, retirement plans with university contributions, wellbeing and mental health resources, professional development opportunities, commuter benefits, discounts, and campus perks.