Lead Engineer, Field & Infrastructure Services – Universal Kids Resort

Universal Orlando•Frisco, TX

1d•Onsite

About The Position

The Lead Engineer, Field & Infrastructure Services leads hands-on delivery and support of technology applications, hardware, and infrastructure at Universal Kids Resort, encompassing a kids’ theme park and hotel. The role deploys and troubleshoots networks, on-site hardware, and connected guest and operational systems; coordinates restoration with application owners, vendors, and hotel partners; and maintains technical standards and documentation. It combines hands-on field execution with infrastructure engineering and requires on-site coordination with UDX domain engineering, cyber, and other relevant teams. The position supports hotel systems and infrastructure, including low-voltage cabling, IDF/MDF rooms, enterprise Wi-Fi, switching, routing, segmented networks, servers, virtualization hosts, storage, UPS, VoIP, and property connectivity. It also supports on-site hardware and connectivity for property management, reservations, payments, room access, parking, entertainment, safety, and building systems. The Lead Engineer directs field installations and cutovers for resort events, renovations, and upgrades; manages on-site vendors and contractors; and serves as an escalation point for complex incidents. The role investigates recurring failures, coordinates service restoration, maintains technical documentation and inventory, mentors field technicians, and supports hotel systems design, architecture, and strategy with GTI leadership. The position also follows established Environmental, Health & Safety policies, procedures, training, and team-member activities, and may perform other duties as assigned.

Requirements

Bachelor’s degree in Computer Science or an equivalent degree.
At least 7 years of experience in field engineering or IT infrastructure, including at least 3 years in hospitality and/or the cruise industry.
Strong TCP/IP, VLAN, DHCP, DNS, wireless, routing, switching, and firewall troubleshooting skills.
Hands-on experience with VMware or Hyper-V, SAN/NAS storage, UPS, structured cabling, and rack management.
Experience supporting PMS/POS environments, guest-facing devices, access control, ride/attraction/security cameras, and integrations across hotel systems.
Proven experience managing physical rollouts.
Ability to troubleshoot critical guest-facing outages calmly and efficiently.
Consistent onsite attendance and participation in an on-call rotation, which may include weekend or evening shift coverage.
Ability to perform the essential duties satisfactorily; reasonable accommodation may be made for individuals with disabilities.

Nice To Haves

Experience with Ruckus, Aruba, Cisco, Fortinet, SonicWall, or Meraki.
CCNA/CCNP, CompTIA Network+, or relevant vendor or hospitality certifications; certifications are preferred but not required.

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 with the appropriate owners.
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, providing device, network, and integration evidence to support restoration.
Lead hands-on installations and cutovers for resort events, renovations, and upgrades; validate configurations, operational readiness, and handoff to the business.
Direct on-site cabling contractors, ISPs, and hardware vendors 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 technical direction while remaining directly involved in deployments and troubleshooting.
Support hotel systems design, architecture, and strategy with GTI leadership.
Support UKR hotel on-site hardware and infrastructure, including hotel-focused applications not otherwise covered by GTI global application teams.
Provide guidance or support for hotel reservations and guest-services applications when they affect operations.
Follow established Universal Orlando Environmental, Health & Safety policies, procedures, training, and team-member involvement activities.
May serve in delivery or enablement programs for future hotel projects.
Perform other duties as assigned.