Lead Engineer, Field & Infrastructure Services – Universal Kids Resort

Universal Orlando•San Francisco, CA

2d•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, which includes a theme park and hotel. The role deploys and troubleshoots networks, on-site hardware, and connected guest and operational systems; coordinates service restoration with application owners, vendors, and hotel partners; and maintains technical standards and documentation. It combines field execution with infrastructure engineering and requires on-site coordination with UDX domain engineering, cyber, and other relevant teams. The position supports hotel and property systems, building and venue systems, ride and show cameras, and related integrations. It leads installations and cutovers, directs on-site contractors and vendors, serves as an escalation point for complex incidents, investigates recurring failures, maintains technical documentation, and mentors field technicians. It also supports hotel systems design, architecture, and strategy with GTI leadership. Consistent on-site attendance and participation in an on-call rotation are required; coverage may include weekends or evenings.

Requirements

Bachelor’s degree in Computer Science or an equivalent degree.
7+ years of experience in field engineering or IT infrastructure, including at least 3+ years in hospitality and/or the cruise industry.
Proven experience managing physical rollouts and the ability to troubleshoot critical guest-facing outages calmly and efficiently.
Strong TCP/IP, VLAN, DHCP, DNS, wireless, routing, switching, and firewall troubleshooting skills.
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.
Consistent on-site attendance and participation in an on-call rotation, which may include weekend or evening shift coverage.

Nice To Haves

Experience with Ruckus, Aruba, Cisco, Fortinet, SonicWall, or Meraki networking equipment.
CCNA/CCNP, CompTIA Network+, or relevant vendor or hospitality certifications; technical 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, supplying device, network, and integration evidence to support restoration.
Lead hands-on installations and cutovers for resort events, renovations, and upgrades; validate configurations and operational readiness and hand off work 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.
Follow established UO Environmental, Health & Safety policies, procedures, training, and team member involvement activities.
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.
Perform other duties as assigned.