Tier II Engineer

Tier II Engineer

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

• 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.