About The Role

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.

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