Network Engineer – GNOC

Reivernet has nearly 25 years' experience focusing in managing complex networks. We currently support over 900 hotels across 35 countries and are proud to be endorsed by the five major global hotel brands.

Our customer base reflects our focus to truly align to the brands, not the supply chains or ownership clusters. We are subject matter experts in being able to articulate the value of brand standard benefits to owners, operators, IT clusters, guests and our competitors.

Purpose of the role

The Network Engineer- GNOC is primarily responsible for completing the technical support tickets as allocated to you. The role reports directly to the Service Delivery Manager GNOC.

Primary Outcomes

• Ticket updates and resolution within SLA and documented correctly in Autotask ticketing tool

• Management of tickets in your queue in line with priority and SLA

• Provide support of network managed services to our clients

• Improve and document any non-standard or non-best practice processes

Responsibilities

Administrative

• Collaborate with other engineers for issue resolution

• Escalate issues to the Lead Network Engineer - GNOC and General Manager - GNOC if appropriate

• Record timesheets accurately

• Participate in on-call after hours rostering

• Complete all required training within the timeframe communicated

• Actively monitor and engage on emails and MS Teams for messages pertaining to the GNOC

Operational

• Monitor a wide variety of information and network systems that include, but are not limited to LAN systems, routers, switches, firewalls, wireless equipment, core linux servers, core applications

• Advanced Troubleshooting: Resolve escalated network incidents involving routing, switching, firewalls, core linux servers, wireless devices and controllers.

• Apply approved network changes (e.g., VLAN adjustments, ACL updates, NAT rules).

• Performance Monitoring: Analyze logs and monitoring to optimize performance and spot issues proactively.

• Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)

• Incident Escalation Support: Assist Level 1 engineers and guide them through troubleshooting when needed.

• Configuration Management: Ensure configurations align with standards; perform regular backups of network device configs.

• Recognize, identify and prioritize incidents in accordance with business requirements, organizational policies and SLA.

• Work with internal and external technical and service teams to install Reivernet networking solutions

• Review site audits that have been prepared for GNOC handover

• Vendor Coordination: Liaise with ISPs, hardware vendors and 3rd party onsite support vendors to resolve service or equipment issues.

Profile

This role requires a passionate, self-motivated, flexible and serviced focused individual with a broad technical knowledge of active network equipment and strong verbal and written English who is adept at following documented technical process and communicating.

As our operation supports business critical data networks 24-hours a day, and your role may from time to time require shift work and outside of working hours.

Attributes

• 3-5 years of experience supporting and monitoring network systems and servers in an enterprise environment.

• Qualifications and Certifications: Degree level qualification in Engineering, Computer Science or relevant field.

• Previous experience in configuring and troubleshooting networks and hardware.

• Previous experience in key network monitoring protocols including SNMP, IPMI, syslog, etc.

• Previous experience in routing and switching technologies TCP/IP, STP, VLAN, VRRP, CDP, LLDP.

• Experience with major hardware manufacturers (e.g., Meraki, Cisco traditional, HP/Aruba, Commscope/Ruckus, Quantum).

• Experience in configuring and troubleshooting layered services (IPTV, Casting, Phone systems, Building Management Systems).

• Core understanding of Linux fundamentals.

• Strong problem-solving skills.

• Ability to manage multiple demands from external and internal clients.

• Ability to resolve issues after hours, sometimes at short notice.

• Experience with Microsoft Suite of products.

• Strong time management and prioritization skills.

• Excellent written and verbal English communication skills.

• Self-starter with the ability to work without supervision.