Tier II Engineer/ 2 weeks ago
Quick Summary
The Tier II Engineer ensures peak performance of network, data, video, voice, and application environments by detecting and addressing exceptions and anomalies. This role involves provisioning new services for customers with field technicians, monitoring, and troubleshooting the entire Hotwire Communication Network. The engineer manages incident tickets, resolves Level 1 incidents, escalates as necessary, detects outages, and implements remedies. This position operates with high independence and 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 field technicians to install new services via phone.
- Troubleshoot issues remotely with customers and field technicians.
- 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.
- Answer 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.
- 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 with 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.
Preferred 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.
- Industry recognized certifications such as CCNA, CCNP, and/or CCDP.
- Vendor certifications on any Optical platform (e.g., Motorola, ZTE, Alcatel).
- 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, prohibiting discrimination and harassment based on 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 law.
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.