Advanced Technical Support Engineer

2 weeks ago

Fort Lauderdale, United States Hotwire Communications Full time

RESPONSIBILITY

  • 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)
MINIMUM QUALIFICATIONS:
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • 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.
PREFERRED QUALIFICATIONS
  • Experience with ticketing system. (Jira/'service now')
  • Knowledge of ITIL is preferred

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