Network Engineer

Technical Support EngineerThe 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 ContextExecute 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.OwnershipServe 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 ManagementTriage 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 CoordinationImplement 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 StewardshipWork 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 ManagementDeliver 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 ManagementDemonstrate 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 PartnershipPartner with teams including, but not limited to:Information Security and Data Privacy (ISDP)Network, Voice, OT and Platform ServicesSchools, facilities teams, and distributed IT organizationsExternal vendors and service providersQualificationsBasic 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 experienceAdditional 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 environmentDemonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisorCertificates 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.Physical Requirements:Position will require moving around campus and working in confined spaces for extended time periods as well as the ability to lift/move 50lbs.Additional InformationStandard Hours/Schedule: Exempt position. This position includes participation in a 24/7 on-call rotation.Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this positionPre-Employment Screening: IdentityOther Information: Please provide a cover letter and resume as one document with your application. This position has a 180-day orientation and review period.Work Format Details: This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard-designated location. Certain visa types 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 leaveMedical, dental, and vision health insurance coverage starting on day oneRetirement plans with university contributionsWellbeing and mental health resourcesSupport for families and caregiversProfessional development opportunities including tuition assistance and reimbursementCommuter benefits, discounts and campus perksLearn 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.