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