Tier II Engineer

Hotwire Communications; Fort Lauderdale (FL); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

401K Retirement Plan

Paid Vacation and Holidays

Hotwire Service Discounts

Job summary

Hotwire Communications is seeking a skilled NOC/Help Desk professional in Fort Lauderdale to monitor and troubleshoot enterprise and residential networks. You will respond to alerts, diagnose faults, and coordinate vendor repairs while collaborating with field technicians and customers to ensure service reliability.

The role requires 2+ years in IT operations or help desk, with CCNA/CCNP/CCDP preferred, SolarWinds experience, and strong networking knowledge.

Qualifications

• Experience with routing protocols, specifically OSPF and BGP.
• Experience with Optical Platforms, configuration and/or troubleshooting.
• Experience working within a cable provider environment.
• Experience working with third party circuit providers.
• Experience in current Internet network hardware and software technologies.
• Diagnostic experience of a variety of monitoring applications such as SolarWinds.
• Minimum of 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.
• Industry recognized certifications such as CCNA, CCNP, and/or CCDP.
• Scripting (shell, expect, php, python)
• Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring Skills
• Specialties NOC / Process writing skills or training a plus
• Experience in Monitoring Theory / Implementation a plus

Responsibilities

• Respond to automated alerts and diagnose faults quickly.
• Troubleshoot level 1 incidents and escalate as needed.
• Monitor production network environment for availability.
• Collaborate with customers, field techs and vendors.
• Coordinate onsite dispatch of vendor repairs.
• Answer direct calls and take corrective actions per service promise.
• Perform periodic health checks of systems.
• Configure and maintain monitoring tools with Lead alignment.
• Assist engineers to resolve production problems.
• Other duties as assigned.

Skills

OSPF/BGP routing

Network monitoring

NOC operations

Customer support

Remote troubleshooting

Vendor coordination

Scripting (Shell/Python)

Education

CCNA

CCNP

CCDP

Tools

SolarWinds

Optical platforms (Motorola/ZTE/Alcatel)

Job description

• 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.
• Troubleshoot all level 1 incidents and escape as needed.
• Detect outages and remedies. The lead role mentors other team members to ensure compliance with company standards and policies.
• 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.
• Troubleshoot issues remotely with customers and technicians.
• Coordinate onsite dispatch of associated vendor repair services.
• 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.
• Configure and maintain monitoring tools. Work with Lead to ensure alignment with company standards.
• Answering direct phone calls from customers and take corrective actions aligned with our White Glove Customer Service promise.
• Other duties as assigned by Supervisor.

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.

• Experience with routing protocols, specifically OSPF and BGP
• Experience with Optical Platforms, configuration and/or troubleshooting
• Experience working within a cable provider environment
• Experience working with third party circuit providers
• Experience in current Internet network hardware and software technologies.
• Diagnostic experience of a variety of monitoring applications such as Solarwinds, negios
• Minimum of 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
• Industry recognized certifications such as CCNA, CCNP, and/or CCDP
• Vendor certifications on any Optical platform (ie: Motorola, ZTE, Alcatel etc) Scripting ( shell, expect, php, python)
• Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring Skills
• Specialties NOC / Process writing skills or training a plus
• Experience in Monitoring Theory / Implementation a plus

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• 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

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.

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.