JOB SUMMARY:
The Lead Engineer, within Field & Infrastructure Services leads hands-on delivery and support of the destinations technology applications, hardware and infrastructure at Universal Kids Resort (UKR), encompassing a kid’s 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. This position combines hands-on field execution with infrastructure engineering. The role, while onsite, must coordinate with UDX domain engineering teams, cyber and other relevant teams to complete their work.
MAJOR RESPONSIBILITIES:
Hotel Systems, Infrastructure and Integrations
- 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 the 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 speed restoration.
Field Delivery and Vendor Management
- 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.
Incident Response and Service Continuity
- 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.
Standards and Technical Leadership
- 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.
- Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
- Performs other duties as assigned.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.
- Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Consistent attendance onsite and participation in an on-call rotation is required, that may include weekend or evening shift coverage.
- Networking: Strong TCP/IP, VLAN, DHCP, DNS, wireless, routing, switching, and firewall troubleshooting skills; experience with Ruckus, Aruba, Cisco, Fortinet, SonicWall, or Meraki is useful.
- Hotel technology: Experience supporting PMS/POS environments, guest-facing devices, access control, ride/attraction/security cameras and integrations across hotel systems.
- Infrastructure: Hands-on experience with VMware or Hyper-V, SAN/NAS storage, UPS, structured cabling, and rack management.
- Preferred certifications: CCNA/CCNP, CompTIA Network+, or relevant vendor or hospitality certifications.
SPECIFIC QUALIFICATIONS, SKILLS & ABILITIES:
- 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.
- Guest and property systems, such as: Ambiance / Dormakaba room keys and door access; Tiba parking; UniGuest guest room entertainment; Assa Abloy housekeeping panic buttons.
- Building and venue systems, such as: Niagara building management; Lutron pool lighting; Crestron background music.
- Ride and Show cameras, via Ocularis
- May provide some guidance and/or support with reservations and guest services applications at the hotel, specifically if impacting the operation:
- Oracle Opera Cloud (PMS); SHR Windsurfer; Derbysoft bookings through Windsurfer; Onyx commission payments through Opera; Kipsu or its future replacement for hotel guest messaging through Opera.
- Booking integrations: Connections among Opera, Windsurfer, SAP Commerce, and external booking partners.
EDUCATION:
- Bachelor’s degree in Computer Science or equivalent degree is required.
- Technical certifications is preferred but not required.
EXPERIENCE:
- 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; ability to troubleshoot critical guest-facing outages calmly and efficiently.
Your talent, skills and experience will be rewarded with a competitive compensation package.
Universal Orlando Resort. Here you can.