L2 Engineer/SME – Cisco Meraki
Dicetek LLC
Date: 10 hours ago
City: Dubai
Contract type: Contractor

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
Education
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.
- 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.
- 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.
- 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.
- 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.
- 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.
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.
- 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.
- 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.
- 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.
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