Advanced Technical Support Engineer

Advanced Technical Support Engineers are part of the Advanced Technical Support team and help provide exceptional customer experiences by providing turn-key solutions to service incidents across Hotwire’s product portfolio. TSEs field a wide variety of inbound requests from various sources. While owning the incidents from identification through resolution, the TSEs will utilize their technical, critical thinking, and communication skills to restore services, build customer relationships, and keep an eye on how to improve processes along the way. To be successful in this role, a candidate must have a strong customer focused attitude, a broad understanding of internet-based services and technologies, and excellent troubleshooting skills.

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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