L2 Engineer/SME – Cisco Meraki

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.