Level 3 – Network Technical Support Engineer
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Job Description
Level 3 (L3) Network Technical Support Engineer specializing in network infrastructure and hospitality networks. Advanced troubleshooting, vendor coordination, and configuration in diverse environments.
Responsibilities:
- 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.
- 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.
- 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.
- Perform deep technical analysis to identify root causes of recurring network issues.
- Implement long-term fixes and improvements to enhance network stability and performance.
- 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.
- Monitor network health, performance, and security.
- Proactively identify risks and prevent potential outages or service degradation.
- Act as the final escalation point for unresolved L1/L2 issues.
- Coordinate with vendors and third-party providers for advanced troubleshooting and resolution.
- Maintain detailed technical documentation, network diagrams, and troubleshooting guides.
- Mentor L1 and L2 engineers and enhance team knowledge around network best practices.
- Evaluate support workflows and recommend improvements.
- Drive automation and efficiency initiatives in network operations.
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
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