Job Description

Position Title: L2 Engineer/SME - Cisco Meraki

Department: IT/Network Operations

Location: Dubai/ Abu Dhabi

Job Summary

The

L2 Engineer - Cisco Meraki

is responsible for providing advanced technical support, troubleshooting, and management of Cisco Meraki network solutions. This role involves handling escalated issues from Level 1 (L1) support, ensuring the stability and performance of Meraki wireless, switching, and security infrastructure, and collaborating with cross-functional teams to implement, optimize, and maintain Meraki deployments.

Key Responsibilities

Technical Support and Troubleshooting

Provide Level 2 (L2) support for Cisco Meraki solutions, including wireless access points, switches, and security appliances. Troubleshoot escalated issues related to connectivity, performance, and configuration. Perform root cause analysis (RCA) for recurring issues and document solutions. Resolve complex network issues involving VLANs, routing, and security policies.

Network Configuration and Management

Configure and manage Meraki wireless networks, switches, and security appliances using the Meraki Dashboard. Implement and optimize network policies, including VLANs, QoS, and security settings. Monitor network performance using Meraki Dashboard analytics and tools. Maintain firmware updates and patches for Meraki devices.

Incident and Problem Management

Respond to and resolve incidents within defined SLAs. Escalate unresolved issues to Level 3 (L3) support or Cisco Meraki vendor teams when necessary. Document incidents, resolutions, and lessons learned in the knowledge base.

Performance Monitoring and Reporting

Use Meraki Dashboard to monitor network health and performance metrics. Generate regular reports on network utilization, uptime, and issue trends. Provide recommendations for network optimization based on analytics.

Collaboration and Communication

Work closely with L1 support teams to ensure smooth escalation processes. Collaborate with cross-functional teams for network upgrades, migrations, and deployments. Communicate effectively with stakeholders regarding network status, incidents, and resolutions.

Compliance and Security

Ensure network configurations adhere to organizational security policies and industry standards. Implement and maintain Meraki security features, such as firewalls, intrusion prevention systems (IPS), and VPNs. Conduct regular audits to ensure compliance with regulatory requirements.

Qualifications

Education

Bachelor's degree in Computer Science, Information Technology, or a related field. Cisco certifications (e.g., Meraki Solutions Specialist, CCNA, CCNP) are highly preferred.

Experience

5+ years of experience in network wireless solutions. Hands-on experience with Cisco Meraki solutions, including wireless, switching, and security appliances. Proven expertise in troubleshooting and resolving network-related issues.

Technical Skills

Strong knowledge of Cisco Meraki solutions, including Meraki Dashboard management. Proficiency in network protocols (e.g., TCP/IP, DNS, DHCP, VLANs, VPNs). Experience with QoS, traffic shaping, and security policies. Familiarity with Meraki monitoring tools and analytics. Knowledge of ITSM platforms (e.g., ServiceNow, Jira) for incident and problem management.

Soft Skills

Excellent problem-solving and analytical skills. Strong communication skills, both verbal and written. Ability to work collaboratively in a team environment. * Attention to detail and a proactive approach to issue resolution.