Senior Technical Support Engineer

Harvard University - Cambridge, MA

Full-time - Mid Level

Cambridge, MA

10,001+ employees

Educational Services

About the position

Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to delivering service and technological solutions in support of teaching, learning, research, and administration. 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! This position is a senior role on the OT Operations Team that involves working collaboratively in a dynamic, can-do, fast-paced environment supporting HUIT Support Services customers and various Business Units of Campus Services. Harvard University is a prestigious Global brand in Higher Education and has a mission devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. Harvard University is also one of the top employers within Cambridge, MA with more than 20,000 employees. Harvard offers an excellent benefits package to its employees and a motivating environment to achieve its mission in creating an outstanding experience for the students. The unifying characteristics of the position are outstanding customer service skills, versatility and breadth in technical skills, strong organizational skills and attention to detail, the ability to take ownership where appropriate, and the ability to help teams and projects successfully accomplish their objectives. Ideal candidates thrive on variety in their daily work, on interaction with customers, and on working with a wide range of technologies. Analyzes and resolves complex customer and technical problems involving multiple technologies and platforms. Recommend equipment and application purchases for customer base. Explore, test, and implement new IT solutions and services as required, with the goal of standardization.

Responsibilities

• Provide exceptional customer service to Harvard's community by collaborating with faculty, researchers, and staff to enhance productivity, efficiency, and streamline business processes using information technology solutions.
• Deliver second and third tier support for installation, implementation, and troubleshooting of complex hardware and software issues for the Operational Technology and Campus Systems Teams.
• Demonstrate versatility and breadth in technical skills, and the ability to help teams and projects successfully accomplish their objectives.
• Participate in project work as required, including non-business hour deployments (e.g. nights and weekends).
• Identify, research, diagnose, and escalate (as needed) production problems such as defects, questionable functions, errors, and inconsistencies in systems functions.

Requirements

• 4+ years' experience with Macintosh and Windows operating systems and hardware in a computer support related setting.
• Experience in maintaining and repairing hardware, including peripheral devices.
• Troubleshooting network infrastructure, testing, and configuring networked devices.
• Supporting various desktop applications (MS Office, Outlook/Exchange, and IE).
• Valid driver's license as you may be required to drive the departmental van, when necessary.
• Broad software application skills desired.
• Demonstrated ability to master new software applications and technologies.
• Must possess clear/precise written/oral communications skills, ability to interact with technical staff and work in a team-oriented customer focused environment.
• Ability to make decisions independently on operational issues.
• Communicate effectively with people at vastly different technical levels, prioritize workload, meet deadlines for a diverse customer base, and have ability to develop strong working relationships with internal managers and external vendors.

Nice-to-haves

• Experience with Building Automation Applications and Devices.
• Familiarity with Point of Sale devices, card readers, and payment devices, including annual PCI assessments.
• Knowledge of Utility and power plant systems.
• Experience with Physical Security Systems, Cameras, Parking Gates, Access controls.

Benefits

• Comprehensive health insurance coverage.
• Dental and vision insurance.
• Retirement savings plan with 401(k) options.
• Generous paid time off and holidays.
• Tuition reimbursement for further education.
• Professional development opportunities.
• Flexible scheduling options.
• Employee discounts and perks.