One growing team. One powerful goal.

Ours is a dynamic environment where innovation is encouraged—and ideas are welcomed. We believe in one another’s potential, and we focus on creating a positive community where collaboration, belonging, and growth are valued.

SNHU employees are a team in every sense. Separately, we understand that each individual brings unique experiences, perspectives, and ideas to create a vibrant work environment. Together we share common values of honesty, acceptance, and accountability working as a unified force toward a common goal: to transform the lives of learners.

As a global leader in education, we strive for a workforce that reflects the individual differences of our learning community. We believe that our employees can be their best selves when they can be their true selves. Therefore, we are committed to cultivating and preserving a culture of inclusion in which all of our employees feel welcomed, valued, and empowered. We’re proud to have been recognized as a Great College to Work for by the Chronicle of Higher Education every year since its inception.

By joining our team, you join us in our vision. Together, we’ll shape the future of education by transforming lives—beginning with yours.

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This position will partially be based in the following office location.

However, partial remote work from the following states may also be considered: Massachusetts, Maine, Vermont.

Please note that this is a remote eligible position. At SNHU, we ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace at a fixed location within the United States (in one of the approved states as reflected above) that is free of distractions and dependencies.

We offer exceptional benefits, many available starting on the first day of employment:

Anthem BlueCross affordable, low-deductible Medical insurance available on day one

Low to no-cost Dental, Vision and Life Insurance options

5 weeks of Paid Time Off that starts accruing on day one & Paid Holidays

A Retirement Plan with a 9% Employer Funded annual contribution

Tuition Benefits with family offerings

The Infrastructure Operations Specialist plays a supporting role in the deployment, configuration, and daily operation of IT infrastructure solutions, helping to ensure high availability and ongoing stability of global SNHU operations. S/he is responsible for tasks related to the successful operation of both servers and networking across the university for both on-premises and hosted infrastructure. The Infrastructure Operations Specialist provides the skills to troubleshoot/remediate issues that disrupt critical business processes. This role works closely with Network Operations, Server Operations, and Service Delivery teams.

Primary Duties and Responsibilities:

•    Install, configure, deploy, and troubleshoot network and server hardware and related components.  
•    Move, unpack, and assist with the setup and decommissioning of on-premise infrastructure-related hardware.
•    Manage and triage ServiceNow queues for infrastructure operations teams, handling routine tasks and ensuring tickets and requests are escalated to the appropriate team resource when initial work is not able to resolve tickets. 
•    Play a hands-on role for remote team members, relaying on-site information and performing tasks under the direction of remote engineering staff.   
•    Ensure that operational issues are identified, recorded, monitored, and resolved; provide appropriate status and other reports to Platform Owners, operational partners, specialists, users, and managers.
•    Contribute to the response of critical systems experiencing service disruptions. 
•    Contribute to creation and maintenance of knowledge documents and shared team diagrams for complex SNHU systems. 
•    Support the ongoing maintenance of our physical IT spaces. 
•    Oversee the work of outside visitors or approved vendors working in sensitive areas where key infrastructure is contained. 
•    Maintain and inventory areas designated for storage of spare infrastructure hardware.
•    Other duties and responsibilities as assigned 

Minimum Qualifications:

•    Years of experience: Two years relevant experience working with computer infrastructure.
•    Degree(s):  Associate degree in computer science, computer engineering, or similar technical field.
Equivalent of experience in lieu of degree acceptable: x       Yes                No

•    Professional Certification(s): N/A
•    Experience administering, monitoring, and resolving infrastructure issues in a high-availability environment. 
•    Understanding of Network OSI Model with ability to troubleshoot physical, data and network layers. 
•    Understanding of TCP/IP networking, subnetting and IPv4 connectivity. 
•    Knowledge of DNS and DHCP services. 
•    Understanding of Network and Server monitoring and alerting. 
•    Possess knowledge of basic network wiring/cabling types and uses. 
•    Understanding of public and private IP addressing, enterprise wireless technologies, Network Access Control technologies, and ITIL practices.
•    Strong written and verbal communication skills enabling clear communication of complex concepts to target audience.
•    Solid teamwork, collaboration, and interpersonal skills.
•    Effective analytical and complex problem-solving skills including root-cause analysis for troubleshooting problems.
•    Strong documentation skills with attention to detail.
•    Ability to identify various network and server hardware components. 
•    Capability to self-prioritize and balance multiple tasks/assignments concurrently, consistently meeting deadlines and due dates.
•    Proven initiative, judgement, and attention to detail in carrying out all core responsibilities.
•    Strong sense of accountability and ownership, including willingness to take ownership of technical tasks. 
•    Ability to adapt to change, work in fast-paced environment, and support unscheduled events.
•    Flexibility and cultural sensitivity to work effectively with offshore teams and others who work in different time zones.
•    Strong time management, organizational and personal effectiveness skills

Preferred Qualifications: 

•    Bachelor’s degree in computer science, computer engineering, or similar technical field. 
•    Experience supporting both on-premises and hosted cloud network/server infrastructure. 
•    Experience using higher education industry software applications and systems.
•    Professional Certification(s) preferred: ITIL v4 Foundation, Cisco CCT, CompTIA Network+, CompTIA Server+, Microsoft Azure Fundamentals.  
 

Please note that a background check is required for employment.