By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard University Central Administration?

Harvard University's Central Administration (CADM) is a 5,000+ employee organization that supports the university's overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to understanding our users and devoted to making it easier for faculty, students, and staff to teach, research, learn, and work through the effective use of information technology.  We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines – and depth in specific areas of expertise.  HUIT offers opportunities for IT professionals to learn and work in a unique technology landscape and service-focused environment.  If you are a technically proficient, nimble, user-focused and accountable IT professional who also connects with the importance of collaborating well in a team environment we are looking for you!  

More About HUIT: 

Our Mission: huit.harvard.edu/about 

We empower the Harvard community with essential and transformative technologies to advance education, knowledge, and discovery. 

HUIT’s core values are:  

• Human-centered  
• University-focused 
• Innovation-driven 
• Team-oriented 

IT Academy (designed for IT Staff): 

HUIT’s IT Academy aims to enable each IT staff person to grow professionally and become a trusted partner to her or his team. The IT Academy is built on the belief that every IT staff member across the University (including technology employees at each school and campus) can grow in her or his area of expertise as well as building strong people and project management skills. Learn more here: https://itacademy.harvard.edu/.

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.