Advanced Technical Support Engineer

Hotwire Communications Ltd•Fort Lauderdale, FL

8h•Hybrid

About The Position

This role involves providing exceptional technical support to customers, troubleshooting incidents, monitoring production network environments, and coordinating technician dispatches. The engineer will respond to alerts, diagnose and resolve issues proactively, and escalate problems as needed. They will also perform system health checks, utilize networking and systems knowledge to identify and resolve problems, and document production incidents. The position may involve writing or revising system documentation and requires up to 10% travel for training and other functions.

Requirements

Must be able to effectively communicate in both written and verbal forms at all levels of the business, including customers, peers, colleagues, and executive management.
Minimum of 4 years of experience in a Help Desk or high-volume call center preferred
Minimum of 4 years of experience working in IT Operations including knowledge of common, tools, methods, and techniques
Minimum of 4 years of progressively responsible work experience in network and / or server monitoring.
Experience in Monitoring Theory / Implementation
Experience in current Internet network hardware and software technologies
Experience and knowledge in wireless standards 802.11n/ac/ax and RF fundamentals.
Bachelor’s Degree or equivalent from four-year college or technical school. Additional experience or training may substitute for education.
Experience and knowledge in LAN/WAN technologies, including DNS, DHCP, TCP/IP, VPN, Wireless, and fiber technologies.
Advanced computer proficiency in Microsoft Office products including Excel and Word.
Experience troubleshooting large-scale networks.
Strong knowledge of LAN/WAN and network protocols
Must be able to participate in video conferences professionally. This includes a quiet environment and an adequate internet connection.
Willing and able to work a flexible schedule that may include extended hours, travel, overnight and out-of-town stay, day/night shifts.

Nice To Haves

Experience with ticketing system. (Jira/’service now’)
Knowledge of ITIL is preferred

Responsibilities

Provide exceptional technical support to our customers, addressing their queries and troubleshooting issues promptly and professionally.
Troubleshoot all incidents and escalate to higher levels as needed.
Monitor production network environment using a combination of monitoring tools to ensure availability.
Coordinate onsite dispatch of Telecommunication technicians to repair services.
Respond to automated alerts from monitoring tools according to procedure.
Use diagnostic tools to ascertain the level and criticality of the problem.
Discover faults and conditions in a proactive manner and diagnose causes where appropriate and resolve expeditiously.
Escalate issues and problems according to procedures and best judgment.
Perform periodic health checks of systems.
Use judgment and knowledge of networking, systems, and SMS applications to identify problems as they occur and decide on the best course of action to resolve.
Diagnose problems and resolve them in an expeditious manner.
Work with Engineers to resolve production problems.
Write thorough trouble ticket notes on production incidents and problems.
May write or revise system documentation and procedures.
May be required to travel (10% for training and other functions).

Benefits

Comprehensive Healthcare/Dental/Vision Plans
401K Retirement Plan with Company Match
Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
Paid Volunteer Time
Paid Parental Leave
Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks

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