The Job

Track Lead (Tools & Automation)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Systemteknik · Nätverksadministration

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I korthet

The Tier 2 Resort Support Engineer provides advanced technical support for resort infrastructure, networks, systems, and hospitality applications, acting as an escalation point for Tier 1. This role involves in-depth troubleshooting of servers, networks, and hospitality systems like Property Management and Point of Sale, ensuring operational continuity and adherence to SLAs. The position requires strong analytical and communication skills, with 3-5 years of IT support experience.

Ansvarsområden

  • Serve as the escalation point for Tier 1 support on infrastructure, applications, and network issues.
  • Perform in-depth troubleshooting across server and network infrastructure, VLAN configuration, firewalls, VPN, routing, wireless controllers, APs, voice networking, and database/middleware applications.
  • Provide Level 2 expertise for Property Management systems, Point of Sale systems, Housekeeping/Maintenance systems, Key Lock Systems, IPTV/Guest Technology, and Voice Networking.
  • Investigate application errors, API failures, integration issues, and data sync problems.
  • Coordinate with vendors for escalations requiring engineering-level fixes.
  • Troubleshoot and support servers (Windows Server, VMs, storage systems), Azure/AWS-based application deployments, DHCP, DNS, AD replication issues, switch stacks, routing, firewall rules, and WAN circuits.
  • Perform network diagnostics using tools like Wireshark, switch logs, and controller dashboards.
  • Perform configuration changes and system updates within defined permissions.
  • Support patching activities, firmware upgrades, and device hardening.
  • Assist with backup validation, restore testing, and DR runbooks.
  • Review logs for repeated failures, SIP logs, API errors, or authentication issues.
  • Document root cause analysis (RCA) for major incidents.
  • Maintain runbooks, site diagrams, SOPs, and configuration baselines.
  • Update knowledge base articles for Tier 1 teams to reduce escalations.
  • Support enforcement of PCI, PII, cybersecurity, and data protection standards.
  • Monitor systems for anomalies and coordinate with security teams on alerts.

Krav

  • 3–5 years of IT support experience, with at least 2 years in Tier 2/advanced support.
  • Strong technical knowledge of Networking (TCP/IP, VLANs, routing, DNS/DHCP).
  • Strong technical knowledge of Windows Server, AD, Group Policy.
  • Strong technical knowledge of Cloud platforms (Azure, AWS, or equivalent).
  • Hands-on experience with hospitality systems or multi-site environments.
  • Strong analytical, troubleshooting, and communication skills.

Önskade kvalifikationer

  • Familiarity with Property Management and Point of sale integrations.
  • Familiarity with Cisco Meraki, Fortinet, Palo Alto, or Aruba networks.
  • Experience supporting mobile apps and backend integrations (Nomadix, kiosk systems).

Förmåner

  • Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.
#Tier 2 Support#Resort Support#Infrastructure#Applications#IT Support#Technical Support#Networking#Servers#Cloud#Hospitality#PMS#POS
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Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Nagpur, India

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