Tier II Engineer
Location
Florida
Posted
11 hours ago
Salary
0
Seniority
Mid Level
Job Description
Tier II Engineer
Hotwire Communications Ltd
• 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 via phone. • Troubleshoot issues remotely with customers and technicians in the field • Coordinate onsite dispatch of Telecommunication vendor repair services. • 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. • 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. • Responsible for configuring and maintaining monitoring tools. • Answering direct phone calls from customers
Job Requirements
- Knowledge of TCP/IP.
- Knowledge of ISP.
- Knowledge of Routers and Network Protocols (Cisco) such as OSPF, BGP, MPLS.
- NOC / Process writing skills or training a plus
- Experience in Monitoring Theory / Implementation a plus
- Experience in Customer Service.
- Experience in current Internet network hardware and software technologies.
- Diagnostic experience of a variety of monitoring applications such as SolarWinds, Nagios
- Minimum of 1-2 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
- Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring
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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