Full-Time
Network Engineer
Harvard University
No salary listed
No H1B Sponsorship
Cambridge, MA, USA
In Person
On-site at Cambridge, Massachusetts; must comply with Harvard work location requirements.
Category
 IT & Security (1) |
|---|
Required Skills
Computer Networking
Risk Management
Requirements
- Minimum of two years’ post-secondary education or relevant work experience
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.
- 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.
- 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.
Desired Qualifications
- 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
- Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred.
- N+, CCENT, or CCNA certification or equivalent Aruba certification is a plus.