About the Role
We are seeking a highly skilled Level 3 (L3) Technical Support Engineer with deep expertise in network infrastructure and hospitality environments. This role serves as the highest level of escalation for complex network-related issues, including advanced troubleshooting, configuration, and optimization of wired and wireless systems.
The ideal candidate is a hands-on technical expert with strong experience in switching, routing, firewalls, and wireless networks, capable of working across multi-vendor environments and ensuring reliable, high-performance connectivity.
Key Responsibilities
Advanced Network Troubleshooting
- Diagnose and resolve complex issues related to network infrastructure, including LAN/WAN, Wi-Fi, and security systems.
- Handle escalations involving VLANs, routing, switching, firewall rules, and network segmentation.
- Troubleshoot performance issues, packet loss, latency, and connectivity disruptions.
Configuration & Implementation
- Configure and maintain network devices, including switches, wireless access points, and firewalls.
- Perform advanced configurations such as VLAN setup, trunking, ACLs, QoS, and firewall policies.
- Support headend equipment configuration and optimization.
Multi-Vendor Network Support
- Provide expert-level support for:
- MikroTik (routing, firewall, scripting)
- Aruba Networks
- Ruckus Wireless
- Cambium Networks
- Fortinet (switches & firewalls)
- Ensure interoperability and optimal performance across diverse platforms.
Root Cause Analysis
- Perform deep technical analysis to identify root causes of recurring network issues.
- Implement long-term fixes and improvements to enhance network stability and performance.
Hospitality Network Expertise
- Support and optimize hospitality network environments, including guest and staff networks.
- Manage walled garden configurations, ensuring proper access for guest onboarding portals.
- Implement and maintain ACLs (Access Control Lists) for secure network segmentation.
Monitoring & Proactive Support
- Monitor network health, performance, and security.
- Proactively identify risks and prevent potential outages or service degradation.
Escalation & Vendor Coordination
- Act as the final escalation point for unresolved L1/L2 issues.
- Coordinate with vendors and third-party providers for advanced troubleshooting and resolution.
Documentation & Knowledge Sharing
- Maintain detailed technical documentation, network diagrams, and troubleshooting guides.
- Mentor L1 and L2 engineers and enhance team knowledge around network best practices.
Process Improvement
- Evaluate support workflows and recommend improvements.
- Drive automation and efficiency initiatives in network operations.
Requirements
Qualifications & Requirements
- 5+ years of experience in network support or network engineering, with at least 2 years in an L3 or senior role.
- Strong hands-on expertise in:
- VLANs, ACLs, routing, switching, NAT, and firewall policies
- Wireless network design and troubleshooting
- Proven experience working with:
- MikroTik
- Aruba, Ruckus, Cambium
- Fortinet switches and firewalls
- Experience supporting hospitality or high-density guest network environments.
- Familiarity with walled garden configurations and captive portals.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication skills for customer and cross-team collaboration.
Preferred Qualifications
- Certifications such as CCNP, Fortinet NSE, Aruba ACMP/ACSP, Ruckus, Meraki or MikroTik MTCNA/MTCRE.
- Knowledge of network monitoring tools (e.g., PRTG, SolarWinds, or similar)
- Knowledge of scripting/automation (e.g., Python, Bash)
- Understanding of ITIL processes and incident management