Network Engineer

Harvard University; Cambridge (MA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Generous paid time off including parental leave

Medical, dental, and vision health insurance coverage

Retirement plans with university contributions

Professional development opportunities including tuition assistance

Job summary

Harvard University in Cambridge is looking for a Technical Support Engineer responsible for operational execution and day-to-day support of the Network infrastructure. This senior role demands excellent customer engagement skills and a strong technical foundation.

The successful candidate will participate in a 24/7 on-call rotation, ensuring that all IT systems are secure and responsive to user needs. Benefits include health insurance, generous paid time off, and professional development opportunities.

Qualifications

• Minimum of two years of post-secondary education or relevant work experience.
• Knowledge of configuration and maintenance of IT infrastructure systems.
• Demonstrated team performance and service mindset.

Responsibilities

• Provide advanced technical support for Network systems.
• Triage and assign ServiceNow incidents for timely resolution.
• Monitor system health to proactively identify issues.

Skills

Technical support

Customer engagement

Network infrastructure

Root-cause analysis

Service mindset

Education

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

Tools

ServiceNow

Job description

Job Description

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 in the Network Infrastructure team, providing technical support across a diverse portfolio of services, including Network Services. Success requires strong operational effectiveness, broad technical depth, excellent customer engagement skills, and the ability to resolve complex technical issues. The position includes a 24/7 on‑call rotation.

Service Context

• Execute operational support for enterprise services in alignment with TPS and HUIT standards.
• Provide advanced (Tier 2/3) technical support for Network systems, hardware, software, and networked devices.
• Track all operational work 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

• Act 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 elevate 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

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

Qualifications

Basic Qualifications – Minimum of two years of post‑secondary education or relevant work experience.

Additional Qualifications and Skills – 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. Monday through Friday, typical working hours are 7:00 or 8:00 AM to 3:00 or 4:00 PM. This is a hybrid position; travel to the campus may be required for important project events with advance notice. The position includes participation in a 24/7 on‑call rotation.

Harvard University is unable to provide visa sponsorship for this position.

Pre‑Employment Screening

Identity.

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

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Well‑being 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 the Benefits and 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 and non‑discrimination policies help all community members participate fully in work and campus life free from harassment and discrimination.