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    Advanced Technical Support Engineer - Fort Lauderdale, United States - Hotwire Communications

    Hotwire Communications
    Hotwire Communications Fort Lauderdale, United States

    5 days ago

    Default job background
    Description

    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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