Advanced Technical Support Engineer
Location
Florida
Posted
10 days ago
Salary
0
Seniority
Senior
Job Description
Advanced Technical Support Engineer
Hotwire Communications Ltd
• 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)
Job 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.
- Experience with ticketing system. (Jira/’service now’)
- Knowledge of ITIL is preferred
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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