Level 3 (L3) Network Technical Support Engineer

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