Technical Support Engineer

A strong candidate will possess outstanding customer service skills, versatility and breadth in technical skills, 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 who are world-renowned leaders in their field, and on working with a wide range of technologies.
Technical Support: Provide advanced technical expertise and support. Analyzes and resolves complex customer and technical problems involving multiple technologies and platforms in an enterprise environment. Participate in testing and documenting new technologies and changes to current environment. Collaborate with faculty, researchers, and staff to streamline business processes using information technology solutions. Other duties include participating in project work as required, including non-business hour deployments. Performs other duties as required.

Please provide a cover letter with your application and upload as one document.
Please note:

• Harvard University requires pre-employment reference and background screening.
• We are unable to provide work authorization and/or visa sponsorship.
• This position has a 90-day orientation and review period.

More about HUIT:
Harvard University Information Technology (HUIT) is responsible for the strategy, planning, and delivery of information technology across the University. Our mission is to assure Harvard's leadership in IT. We strive to make it easier for faculty, students, and staff to teach, research, learn and work through the effective use of information technology.
HUIT's core values are:

• User-focused
• Collaborative
• Innovative
• Open

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/
Diversity, Inclusion & Belonging:
Harvard's commitment to Diversity, Inclusion and Belonging is rooted in our belief in drawing on the widest possible pool of talent to unify excellence and diversity. Our community strives to uphold these beliefs by honoring the rights, differences, and dignity of others and embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values. Harvard aims to foster a campus culture where everyone can thrive, a key to which is ensuring that we each experience a sense of inclusion and belonging.
Total Rewards:
Harvard's Total Rewards Program is designed to attract, retain, and reward the performance of talented employees. As a Harvard staff member, you enjoy many perks that come with working for one of the top employers in Massachusetts, including:
Flexible work environment: HUIT supports flexible work arrangements where business needs allow.
Time off: 3 - 4 weeks paid vacation, paid holiday break, 12 paid sick days, 12.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program (TAP): $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools.
Harvard University Employees Credit Union: Our employees credit union provides a complete line of services for all your financial needs. https://huecu.org
Transportation: 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness options: A variety of programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.
Access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
Learn more: https://hr.harvard.edu/totalrewards
Accessibility:
Harvard University IT plays an important role in supporting Harvard's commitment by seeking to create, procure and deploy technologies that are accessible to all, including and especially those who live with disability. Harvard welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided, please contact our University Disability Resources Department.

• Minimum of 3 years customer service, end user focus, communication and working with other teams 
• Knowledge of PC-compatible and Macintosh hardware and operating systems, applications, utilities and peripherals.  
• Experience with Microsoft Products 
• Experience with Apple Products 
• Ability to document all communications with customers related to outstanding technical issues in order to resolve or escalate to the next level 
• Familiar with Support Ticketing Systems 
• Ability to work occasional off-hours 

• Experience in providing IT support to a diverse community of end users through phone, email, and chat channels.
• Knowledge of the ITL methodology, change management processes and risk management processes. 
• Technical skills and knowledge needed in areas of:  network and telecom troubleshooting, routers, TCP/IP, firewalls, VPNs, Voice services. 
• Excellent interpersonal, communications skills, problem solving, speaking and writing skills 
• Enthusiasm, dedication to quality customer service standards and the ability to work effectively in a fast-paced, team-oriented environment are essential. 
• Ability to identify opportunities to improve customer satisfaction and to contribute to team environment by working collaboratively and assisting other staff members. 
• Must be able to work both independently and as a team player, and be able to establish effective working relationships with a wide variety of constituents, including faculty, staff and students. 
• Ability to multitask