NOC Lead Engineer

Hotwire Communications Ltd; Fort Lauderdale (FL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Healthcare

401k

Paid time off

Volunteer time

Parental leave

Service discounts

Referral bonuses

Entertainment discounts

Job summary

Hotwire Communications Ltd is seeking an IT Operations/NOC professional in Fort Lauderdale, FL to monitor networks, generate and manage incident tickets, and rapidly troubleshoot level 2 issues. The role requires strong knowledge of TCP/IP, routing, and ISP networks, with experience in SolarWinds and Nagios becoming essential.

The ideal candidate will work with engineers to resolve production problems, coordinate field service testing and vendor dispatches, and maintain accurate incident

Qualifications

• 4+ years of experience in IT operations or NOC roles.
• Experience with network monitoring, incident management, and fault isolation.
• Knowledge of TCP/IP, routing protocols (OSPF, BGP), and ISP networks.

Responsibilities

• Collect performance statistics on network reliability and efficiency.
• Ensure incident tickets are generated and managed for the incident lifetime.
• Troubleshoot level 2 incidents and escalate as needed.
• Detect outages and initiate remedies to restore service.
• Monitor production networks with monitoring tools to ensure availability.
• Coordinate testing and repair of circuits and vendor dispatches.
• Respond to automated alerts per procedure and diagnose issues quickly.
• Document trouble tickets and escalate issues per procedures.
• Collaborate with engineers to resolve production problems.

Skills

Network monitoring

NOC operations

TCP/IP & routing

Customer service

Documentation

Problem solving

Tools

SolarWinds

Nagios

Cisco routers

Job description

• Collect performance statistics on the reliability and efficiency of networks.
• Ensure incident tickets are generated for exceptions and managed for the lifetime of the incident.
• Troubleshoots all level 2 incidents and escalates to higher level as needed.
• Detect outages and remedies.
• Operates with a high degree of independence and with minimal supervision in a secure environment.
• Monitor production network environment using a combination of monitoring tools to ensure availability.
• Coordinate field router intrusive and non-intrusive testing and repair of circuits.
• 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 and diagnose cause where appropriate and resolve expeditiously.
• Work with Engineers to resolve production problems.
• Write coherent trouble ticket notes on production incidents and problems.
• Escalate issues and problems according to procedures and best judgment.
• Diagnose problems and resolve in an expeditious manner.
• Other duties as required or assigned.

Duties / Responsibilities

• Collect performance statistics on the reliability and efficiency of networks.
• Ensure incident tickets are generated for exceptions and managed for the lifetime of the incident.
• Troubleshoots all level 2 incidents and escalates to higher level as needed.
• Detect outages and remedies.
• Operates with a high degree of independence and with minimal supervision in a secure environment.
• Monitor production network environment using a combination of monitoring tools to ensure availability.
• Coordinate field router intrusive and non-intrusive testing and repair of circuits.
• 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 and diagnose cause where appropriate and resolve expeditiously.
• Work with Engineers to resolve production problems.
• Write coherent trouble ticket notes on production incidents and problems.
• Escalate issues and problems according to procedures and best judgment.
• Diagnose problems and resolve in an expeditious manner.
• Other duties as required or assigned.

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.

Minimum Qualifications

• 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 skills
• Knowledge of TCP/IP, ISP, routers and Network Protocols (Cisco) such as OSPF, BGP, MPLS
• Specialties NOC/ Process writing skills of 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

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

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.