Duties / Responsibilities:
- 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
Benefits:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:
- 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.
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Top Skills
What We Do
Hotwire Communications is one of the nation’s leading providers of fiber optic telecommunications services specializing in delivering its advanced suite of services to unique market segments. Through its Fision® Home, Fision® Work, Fision® Stay, Fision® U, Fision® Encore and Fision® Govt market verticals Hotwire Communications provides advanced, customized, fiber optic telecommunications services to residential, commercial, hospitality and campus environments. The Hotwire Communications team has been providing telecommunications services since 2000, and Hotwire has been providing fiber based telecommunications services since 2005.
Fision Home - We bring a 1 Gbps dedicated connection to each door, over 600 channels of cable TV, premium channels, Video On Demand, and HD content.
Fision Work – Full range of commercial products for businesses of all sizes. Metro Ethernet, data collocation, business control and commercial phone products including hosted PBX
Fision Stay – Full service provider for hotels offering guests the same entertainment features they enjoy at home as well as premium hospitality features allowing guests to experience the next generation of hotel technology. For the hotel staff we have admin & management tools to make managing the guest experience seamless.
Fision U – Fiber optic delivery to every community to offer Gigabit speed capabilities, both wired and wireless models, and digital and HD channels with no box needed in affordable, bundled solutions.
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