Tier II Engineer

Hotwire Communications Ltd • Fort Lauderdale, FL

3d

About The Position

This role involves responding to automated alerts, diagnosing and resolving network issues, and ensuring the availability of the production network environment. The engineer will troubleshoot incidents, work with customers and field technicians, and coordinate with vendors. A key aspect of the role is to mentor other team members and ensure compliance with company standards. The position requires a strong understanding of networking, systems, and applications, as well as excellent customer service skills.

Requirements

• Experience with routing protocols, specifically OSPF and BGP
• Experience with Optical Platforms, configuration and/or troubleshooting
• Experience working within a cable provider environment
• Experience working with third party circuit providers
• Experience in current Internet network hardware and software technologies.
• Diagnostic experience of a variety of monitoring applications such as Solarwinds, negios
• Minimum of 2 years of experience in a Help Desk or high volume call center preferred.
• Minimum of 2 years of experience working in IT Operations including knowledge of common tools, methods, and techniques
• Industry recognized certifications such as CCNA, CCNP, and/or CCDP
• Vendor certifications on any Optical platform (ie: Motorola, ZTE, Alcatel etc)
• Scripting (shell, expect, php, python)
• Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring

Nice To Haves

• NOC / Process writing skills or training a plus
• Experience in Monitoring Theory / Implementation a plus

Responsibilities

• Respond to automated alerts from monitoring tools according to procedure.
• Use diagnostic tools to ascertain level and criticality of problem.
• Discover faults and conditions in a proactive manner. Diagnose cause where appropriate and resolve expeditiously.
• Troubleshoot all level 1 incidents and escalate as needed.
• Detect outages and remedies. Mentor other team members to ensure compliance with company standards and policies.
• Monitor production network environment using a combination of monitoring tools to ensure availability.
• Work with Business customers, residential customers and techs in the field installing new services.
• Troubleshoot issues remotely with customers and technicians.
• Coordinate onsite dispatch of associated vendor repair services.
• 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 best course of action to resolve.
• Diagnose problems and resolve in an expeditious manner.
• Work with engineers to resolve production problems.
• Configure and maintain monitoring tools. Work with Lead to ensure alignment with company standards.
• Answering direct phone calls from customers and take corrective actions aligned with our White Glove Customer Service promise.
• Other duties as assigned by Supervisor.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed