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About the Role

The Lead Engineer, Field & Infrastructure Services, is responsible for the hands-on delivery and support of technology applications, hardware, and infrastructure at Universal Kids Resort. This role involves deploying and troubleshooting networks, on-site hardware, and guest/operational systems, coordinating restoration efforts, and maintaining technical standards and documentation. It combines field execution with infrastructure engineering, requiring coordination with various internal and external teams.

Responsibilities

Deploy and support low-voltage cabling, IDF/MDF rooms, enterprise Wi-Fi, switching, routing, and segmented guest and administrative networks.
Troubleshoot servers, virtualization hosts, storage, UPS, VoIP, and on-site connectivity; coordinate firewall and security changes.
Configure and maintain on-site hardware and connectivity for property management, reservations, payments, room access, parking, entertainment, safety, and building systems.
Diagnose cross-system failures with GTI application teams and external partners, supplying device, network, and integration evidence.
Lead hands-on installations and cutovers for resort events, renovations, and upgrades; validate configurations, operational readiness, and handoff to business.
Direct cabling contractors, ISPs, and hardware vendors on site and verify work against approved standards and service level agreements.
Serve as the on-site escalation point for complex incidents beyond tier-1 and tier-2 support; assess hotel and guest impact, restore service, and coordinate with technical owners.
Investigate recurring failures, document root-cause evidence, and track corrective actions.
Maintain network topology, inventory, deployment playbooks, and support documentation.
Mentor field technicians and provide clear technical direction while remaining directly involved in deployments and troubleshooting.
Provide support in hotel systems design, architecture, and strategy with GTI leadership.
Understand and actively participate in Environmental, Health & Safety responsibilities.
Perform other duties as assigned.

Requirements

Consistent attendance onsite and participation in an on-call rotation is required, that may include weekend or evening shift coverage.
Strong TCP/IP, VLAN, DHCP, DNS, wireless, routing, switching, and firewall troubleshooting skills.
Experience with Ruckus, Aruba, Cisco, Fortinet, SonicWall, or Meraki is useful.
Experience supporting PMS/POS environments, guest-facing devices, access control, ride/attraction/security cameras and integrations across hotel systems.
Hands-on experience with VMware or Hyper-V, SAN/NAS storage, UPS, structured cabling, and rack management.
May serve in other delivery or enablement programs for future hotel projects.
Supports UKR hotel on-site hardware and infrastructure, including applications that are more hotel focused and not otherwise covered by GTI global application teams.
May provide some guidance and/or support with reservations and guest services applications at the hotel, specifically if impacting the operation.

Skills

Networking
Hotel technology
Infrastructure
CCNA/CCNP
CompTIA Network+
Guest and property systems
Building and venue systems
Ride and Show cameras
Reservations and guest services applications
Oracle Opera Cloud (PMS)
SHR Windsurfer
Derbysoft bookings
Onyx commission payments
Kipsu
Booking integrations

Location

Universal Kids Resort

Work Type

Onsite
On-call rotation

Experience Level

7+ years of experience in field engineering or IT infrastructure
3+ years in hospitality and/or the cruise industry
Proven experience managing physical rollouts

Education Level

Bachelor’s degree in Computer Science or equivalent degree
Technical certifications preferred

Salary/Compensations

Competitive compensation package

About the Company

Universal Orlando Resort. Here you can.

Equal Opportunity

Universal Orlando is an equal opportunity employer.