The Tier II Engineer will be tasked with ensuring that network, Data, Video, Voice and application environment run at peak performance by detecting and acting on all exceptions and anomalies. This role works with techs in the field provisioning new services for our customers, monitors and troubleshoots the entire Hotwire Communication Network environment. Incident tickets are generated for exceptions and managed for the lifetime of the incident. Troubleshoots all level 1 incidents and escalates to higher level as needed. Detects outages and remedies. Operates with a high degree of independence and with minimal supervision in a secure environment.
Responsibilities
- 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 via phone.
- Troubleshoot issues remotely with customers and technicians in the field
- 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. Diagnose cause 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 best course of action to resolve.
- Diagnose problems and resolve in an expeditious manner.
- Work with Engineers to resolve production problems.
- Responsible for configuring and maintaining monitoring tools.
- Answering direct phone calls from customers
MINIMUM QUALIFICATIONS
- Knowledge of TCP/IP.
- Knowledge of ISP.
- Knowledge of Routers and Network Protocols (Cisco) such as OSPF, BGP, MPLS.
- Specialties NOC / Process writing skills or 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
- Minimum of 1-2 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
- Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring Skills
Preferred qualifications include:
- 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
- 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)
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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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.
Skills Required
- Knowledge of TCP/IP.
- Knowledge of ISP operations.
- Knowledge of routers and network protocols (Cisco) such as OSPF, BGP, MPLS.
- Experience in customer service.
- Experience with current Internet network hardware and software technologies.
- Diagnostic experience with monitoring applications such as SolarWinds, Nagios.
- Minimum of 2 years experience in IT Operations including common tools, methods, and techniques.
- Minimum of 2 years progressively responsible experience in networks and/or server monitoring.
- Minimum of 1-2 years experience in a Help Desk or high volume call center.
- NOC/process writing skills or training.
- Experience in monitoring theory/implementation.
- 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.
- Industry certifications such as CCNA, CCNP, and/or CCDP.
- Vendor certifications on optical platforms (Motorola, ZTE, Alcatel).
- Scripting experience (shell, expect, PHP, Python).
Hotwire Communications Ltd Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hotwire Communications Ltd and has not been reviewed or approved by Hotwire Communications Ltd.
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Leave & Time Off Breadth — Paid vacation/PTO, sick time, holidays (often including a birthday day) and floating days are offered, with paid volunteer time also available. PTO amounts can increase with tenure, though practices may vary by team.
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Parental & Family Support — Paid parental leave is included, with family-supportive options such as family medical leave and, in some materials, adoption assistance. These provisions are highlighted as part of the standard package.
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Retirement Support — A 401(k) with company match is part of the package, with references to a safe‑harbor structure in some descriptions. The match is characterized as decent.
Hotwire Communications Ltd Insights
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.
