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

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