Track Lead (Tools & Automation)
India
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Job Description
Track Lead (Tools & Automation)
Nagpur, Maharashtra

Job Summary

Job Title: Tier 2 Resort Support – Infrastructure & Applications Position Summary The Tier 2 Resort Support Engineer provides advanced technical support for resort infrastructure, networks, systems, and hospitality applications. This role handles escalations from Service Desk, performs deeper troubleshooting, owns complex incident resolution, and works closely with corporate IT teams, vendors, and engineering teams to maintain stable and secure technology operations across the resort. The Tier 2 Engineer supports mission-critical systems including Property Management system, Point of sale, Wi-Fi, IPTV, digital locks, back-office applications, and cloud-hosted platforms. This role ensures operational continuity, drives process improvement, and contributes to infrastructure standards across all resort locations. Key Responsibilities 1. Advanced Technical Support & Incident Resolution • Serve as the escalation point for Tier 1 support on infrastructure, applications, and network issues. • Perform in-depth troubleshooting across: o Server and network infrastructure o VLAN configuration and port/security issues o Firewalls, VPN, and routing problems o Wireless controller and AP issues o Voice Networking o Database and middleware application issues • Resolve issues with minimal downtime and maintain high SLA adherence. 2. Hospitality Systems & Application Support • Provide Level 2 expertise for: o Property management system (such as Opera Cloud, RCC, TSW, FSPMS) o Point of Sale (such as Squirrel, Agilysys, Symphony) o Housekeeping/Maintenance (such as Optii, HotSOS) o Key Lock Systems (such as ASSA ABLOY, dormakaba, Salto) o IPTV/Guest Technology (such as, Nomadix, guest Wi-Fi portals) o Voice Networking (such as VoIP, Analog lines) o All other Resort Technologies. • Investigate application errors, API failures, integration issues, and data sync problems. • Coordinate with vendors for escalations requiring engineering-level fixes. 3. Infrastructure & Network Support • Troubleshoot and support: o Servers (Windows Server, VMs, storage systems) o Azure/AWS-based application deployments o DHCP, DNS, AD replication issues o Switch stacks, routing, firewall rules o Voice Networking (Analog/VoIP) o WAN circuits, failover events • Perform network diagnostics using tools like Wireshark, switch logs, and controller dashboards. 4. System Maintenance & Administration • Perform configuration changes and system updates within defined permissions. • Support patching activities, firmware upgrades, and device hardening. • Assist with backup validation, restore testing, and DR runbooks. • Review logs for repeated failures, SIP logs, API errors, or authentication issues. 5. Documentation & Knowledge Management • Document root cause analysis (RCA) for major incidents. • Maintain runbooks, site diagrams, SOPs, and configuration baselines. • Update knowledge base articles for Tier 1 teams to reduce escalations. 6. Security & Compliance • Support enforcement of PCI, PII, cybersecurity, and data protection standards. • Monitor systems for anomalies and coordinate with security teams on alerts. Qualifications Required • 3–5 years of IT support experience, with at least 2 years in Tier 2/advanced support. • Strong technical knowledge of: o Networking (TCP/IP, VLANs, routing, DNS/DHCP) o Windows Server, AD, Group Policy o Cloud platforms (Azure, AWS, or equivalent) • Hands-on experience with hospitality systems or multi-site environments. • Strong analytical, troubleshooting, and communication skills. Preferred • Familiarity with Property Management and Point of sale integrations • Familiarity with Cisco Meraki, Fortinet, Palo Alto, or Aruba networks. • Experience supporting mobile apps and backend integrations (Nomadix, kiosk systems). Competencies • Strong problem-solv

Key Responsibilities

Job Title: Tier 2 Resort Support – Infrastructure & Applications Position Summary The Tier 2 Resort Support Engineer provides advanced technical support for resort infrastructure, networks, systems, and hospitality applications. This role handles escalations from Service Desk, performs deeper troubleshooting, owns complex incident resolution, and works closely with corporate IT teams, vendors, and engineering teams to maintain stable and secure technology operations across the resort. The Tier 2 Engineer supports mission-critical systems including Property Management system, Point of sale, Wi-Fi, IPTV, digital locks, back-office applications, and cloud-hosted platforms. This role ensures operational continuity, drives process improvement, and contributes to infrastructure standards across all resort locations. Key Responsibilities 1. Advanced Technical Support & Incident Resolution • Serve as the escalation point for Tier 1 support on infrastructure, applications, and network issues. • Perform in-depth troubleshooting across: o Server and network infrastructure o VLAN configuration and port/security issues o Firewalls, VPN, and routing problems o Wireless controller and AP issues o Voice Networking o Database and middleware application issues • Resolve issues with minimal downtime and maintain high SLA adherence. 2. Hospitality Systems & Application Support • Provide Level 2 expertise for: o Property management system (such as Opera Cloud, RCC, TSW, FSPMS) o Point of Sale (such as Squirrel, Agilysys, Symphony) o Housekeeping/Maintenance (such as Optii, HotSOS) o Key Lock Systems (such as ASSA ABLOY, dormakaba, Salto) o IPTV/Guest Technology (such as, Nomadix, guest Wi-Fi portals) o Voice Networking (such as VoIP, Analog lines) o All other Resort Technologies. • Investigate application errors, API failures, integration issues, and data sync problems. • Coordinate with vendors for escalations requiring engineering-level fixes. 3. Infrastructure & Network Support • Troubleshoot and support: o Servers (Windows Server, VMs, storage systems) o Azure/AWS-based application deployments o DHCP, DNS, AD replication issues o Switch stacks, routing, firewall rules o Voice Networking (Analog/VoIP) o WAN circuits, failover events • Perform network diagnostics using tools like Wireshark, switch logs, and controller dashboards. 4. System Maintenance & Administration • Perform configuration changes and system updates within defined permissions. • Support patching activities, firmware upgrades, and device hardening. • Assist with backup validation, restore testing, and DR runbooks. • Review logs for repeated failures, SIP logs, API errors, or authentication issues. 5. Documentation & Knowledge Management • Document root cause analysis (RCA) for major incidents. • Maintain runbooks, site diagrams, SOPs, and configuration baselines. • Update knowledge base articles for Tier 1 teams to reduce escalations. 6. Security & Compliance • Support enforcement of PCI, PII, cybersecurity, and data protection standards. • Monitor systems for anomalies and coordinate with security teams on alerts. Qualifications Required • 3–5 years of IT support experience, with at least 2 years in Tier 2/advanced support. • Strong technical knowledge of: o Networking (TCP/IP, VLANs, routing, DNS/DHCP) o Windows Server, AD, Group Policy o Cloud platforms (Azure, AWS, or equivalent) • Hands-on experience with hospitality systems or multi-site environments. • Strong analytical, troubleshooting, and communication skills. Preferred • Familiarity with Property Management and Point of sale integrations • Familiarity with Cisco Meraki, Fortinet, Palo Alto, or Aruba networks. • Experience supporting mobile apps and backend integrations (Nomadix, kiosk systems). Competencies • Strong problem-solv

Skill Requirements

Job Title: Tier 2 Resort Support – Infrastructure & Applications Position Summary The Tier 2 Resort Support Engineer provides advanced technical support for resort infrastructure, networks, systems, and hospitality applications. This role handles escalations from Service Desk, performs deeper troubleshooting, owns complex incident resolution, and works closely with corporate IT teams, vendors, and engineering teams to maintain stable and secure technology operations across the resort. The Tier 2 Engineer supports mission-critical systems including Property Management system, Point of sale, Wi-Fi, IPTV, digital locks, back-office applications, and cloud-hosted platforms. This role ensures operational continuity, drives process improvement, and contributes to infrastructure standards across all resort locations. Key Responsibilities 1. Advanced Technical Support & Incident Resolution • Serve as the escalation point for Tier 1 support on infrastructure, applications, and network issues. • Perform in-depth troubleshooting across: o Server and network infrastructure o VLAN configuration and port/security issues o Firewalls, VPN, and routing problems o Wireless controller and AP issues o Voice Networking o Database and middleware application issues • Resolve issues with minimal downtime and maintain high SLA adherence. 2. Hospitality Systems & Application Support • Provide Level 2 expertise for: o Property management system (such as Opera Cloud, RCC, TSW, FSPMS) o Point of Sale (such as Squirrel, Agilysys, Symphony) o Housekeeping/Maintenance (such as Optii, HotSOS) o Key Lock Systems (such as ASSA ABLOY, dormakaba, Salto) o IPTV/Guest Technology (such as, Nomadix, guest Wi-Fi portals) o Voice Networking (such as VoIP, Analog lines) o All other Resort Technologies. • Investigate application errors, API failures, integration issues, and data sync problems. • Coordinate with vendors for escalations requiring engineering-level fixes. 3. Infrastructure & Network Support • Troubleshoot and support: o Servers (Windows Server, VMs, storage systems) o Azure/AWS-based application deployments o DHCP, DNS, AD replication issues o Switch stacks, routing, firewall rules o Voice Networking (Analog/VoIP) o WAN circuits, failover events • Perform network diagnostics using tools like Wireshark, switch logs, and controller dashboards. 4. System Maintenance & Administration • Perform configuration changes and system updates within defined permissions. • Support patching activities, firmware upgrades, and device hardening. • Assist with backup validation, restore testing, and DR runbooks. • Review logs for repeated failures, SIP logs, API errors, or authentication issues. 5. Documentation & Knowledge Management • Document root cause analysis (RCA) for major incidents. • Maintain runbooks, site diagrams, SOPs, and configuration baselines. • Update knowledge base articles for Tier 1 teams to reduce escalations. 6. Security & Compliance • Support enforcement of PCI, PII, cybersecurity, and data protection standards. • Monitor systems for anomalies and coordinate with security teams on alerts. Qualifications Required • 3–5 years of IT support experience, with at least 2 years in Tier 2/advanced support. • Strong technical knowledge of: o Networking (TCP/IP, VLANs, routing, DNS/DHCP) o Windows Server, AD, Group Policy o Cloud platforms (Azure, AWS, or equivalent) • Hands-on experience with hospitality systems or multi-site environments. • Strong analytical, troubleshooting, and communication skills. Preferred • Familiarity with Property Management and Point of sale integrations • Familiarity with Cisco Meraki, Fortinet, Palo Alto, or Aruba networks. • Experience supporting mobile apps and backend integrations (Nomadix, kiosk systems). Competencies • Strong problem-solv

Other Requirements

Job Title: Tier 2 Resort Support – Infrastructure & Applications Position Summary The Tier 2 Resort Support Engineer provides advanced technical support for resort infrastructure, networks, systems, and hospitality applications. This role handles escalations from Service Desk, performs deeper troubleshooting, owns complex incident resolution, and works closely with corporate IT teams, vendors, and engineering teams to maintain stable and secure technology operations across the resort. The Tier 2 Engineer supports mission-critical systems including Property Management system, Point of sale, Wi-Fi, IPTV, digital locks, back-office applications, and cloud-hosted platforms. This role ensures operational continuity, drives process improvement, and contributes to infrastructure standards across all resort locations. Key Responsibilities 1. Advanced Technical Support & Incident Resolution • Serve as the escalation point for Tier 1 support on infrastructure, applications, and network issues. • Perform in-depth troubleshooting across: o Server and network infrastructure o VLAN configuration and port/security issues o Firewalls, VPN, and routing problems o Wireless controller and AP issues o Voice Networking o Database and middleware application issues • Resolve issues with minimal downtime and maintain high SLA adherence. 2. Hospitality Systems & Application Support • Provide Level 2 expertise for: o Property management system (such as Opera Cloud, RCC, TSW, FSPMS) o Point of Sale (such as Squirrel, Agilysys, Symphony) o Housekeeping/Maintenance (such as Optii, HotSOS) o Key Lock Systems (such as ASSA ABLOY, dormakaba, Salto) o IPTV/Guest Technology (such as, Nomadix, guest Wi-Fi portals) o Voice Networking (such as VoIP, Analog lines) o All other Resort Technologies. • Investigate application errors, API failures, integration issues, and data sync problems. • Coordinate with vendors for escalations requiring engineering-level fixes. 3. Infrastructure & Network Support • Troubleshoot and support: o Servers (Windows Server, VMs, storage systems) o Azure/AWS-based application deployments o DHCP, DNS, AD replication issues o Switch stacks, routing, firewall rules o Voice Networking (Analog/VoIP) o WAN circuits, failover events • Perform network diagnostics using tools like Wireshark, switch logs, and controller dashboards. 4. System Maintenance & Administration • Perform configuration changes and system updates within defined permissions. • Support patching activities, firmware upgrades, and device hardening. • Assist with backup validation, restore testing, and DR runbooks. • Review logs for repeated failures, SIP logs, API errors, or authentication issues. 5. Documentation & Knowledge Management • Document root cause analysis (RCA) for major incidents. • Maintain runbooks, site diagrams, SOPs, and configuration baselines. • Update knowledge base articles for Tier 1 teams to reduce escalations. 6. Security & Compliance • Support enforcement of PCI, PII, cybersecurity, and data protection standards. • Monitor systems for anomalies and coordinate with security teams on alerts. Qualifications Required • 3–5 years of IT support experience, with at least 2 years in Tier 2/advanced support. • Strong technical knowledge of: o Networking (TCP/IP, VLANs, routing, DNS/DHCP) o Windows Server, AD, Group Policy o Cloud platforms (Azure, AWS, or equivalent) • Hands-on experience with hospitality systems or multi-site environments. • Strong analytical, troubleshooting, and communication skills. Preferred • Familiarity with Property Management and Point of sale integrations • Familiarity with Cisco Meraki, Fortinet, Palo Alto, or Aruba networks. • Experience supporting mobile apps and backend integrations (Nomadix, kiosk systems). Competencies • Strong problem-solv
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7 billion.