Network Engineer

The Technical Support Engineer is responsible for the operational execution, stability, and day-to-day health of the Network, infrastructure, services, and supporting systems. This role ensures that IT systems and associated services are reliable, secure, compliant with institutional requirements, and responsive to user needs.

This position is a senior individual contributor to the Network Infrastructure team, providing technical support across a diverse portfolio of services including Network Services. Success in this role requires strong operational effectiveness, broad technical depth, excellent customer engagement skills, and the ability to resolve complex technical issues. This position includes participation in a 24/7 on-call rotation.

Job-Specific Responsibilities:

Service Context

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.

Ownership

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.

Service Delivery and Performance Management

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.

Security, Process Compliance, and Risk Coordination

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.

Vendor Strategy, Contract Management, and Fiscal Stewardship

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.

User Experience, Adoption, and Change Management

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.

Leadership and People Management

Demonstrate strong technical judgment and reliability.
Provide technical guidance to peers when appropriate.
Contribute to continuous improvement of operational processes and documentation.
Demonstrate a collaborative, positive, empathetic, and growth-oriented mindset.
Communicate effectively with stakeholders across a wide range of technical expertise.

Cross-Functional & Enterprise Partnership

Partner with teams including, but not limited to:

Information Security and Data Privacy (ISDP)
Network, Voice, OT and Platform Services
Schools, facilities teams, and distributed IT organizations
External vendors and service providers

Basic Qualifications:

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.

Minimum of two years’ post-secondary education or relevant work experience

Additional Qualifications and Skills:

The following qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.

Knowledge of configuration and maintenance of IT infrastructure systems within an enterprise environment
Demonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisor

Certificates and Licenses:

Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred.

Working Conditions: Onsite work is performed in an office setting.
Standard Hours/Schedule:
Monday through Friday, with typical working hours of 7:00/8:00 AM to 3:00/4:00 PM
This is a hybrid position and travel to the campus may be required for important project events with advance notice.
This position includes participation in a 24/7 on-call rotation.
Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
Pre-Employment Screening: Identity
Other Information:
Please provide a cover letter and resume as one document with your application.
This position has a 180-day orientation and review period.

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Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 057. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to:

Generous paid time off including parental leave
Medical, dental, and vision health insurance coverage starting on day one
Retirement plans with university contributions
Wellbeing and mental health resources
Support for families and caregivers
Professional development opportunities including tuition assistance and reimbursement
Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.