Advanced Technical Support Engineer

This is a fully remote position, open to applicants in Florida.

📋 Description

• Deliver outstanding technical support to our clients, addressing their inquiries and resolving issues quickly and professionally.

• Investigate all incidents and escalate to higher levels when necessary.

• Oversee the production network environment utilizing various monitoring tools to ensure continuous availability.

• Organize onsite dispatch of Telecommunication technicians for service repairs.

• React to automated alerts from monitoring tools in accordance with established procedures.

• Employ diagnostic tools to evaluate the severity and criticality of issues.

• Identify faults and conditions proactively, diagnosing causes when appropriate and resolving them swiftly.

• Escalate issues and challenges following procedures and exercising sound judgment.

• Conduct routine health checks of systems.

• Utilize expertise in networking, systems, and SMS applications to pinpoint problems as they arise and determine the most effective resolution strategy.

• Diagnose and resolve issues in a timely manner.

• Collaborate with Engineers to address production-related problems.

• Document comprehensive trouble ticket notes regarding production incidents and issues.

• May involve writing or updating system documentation and procedures.

• May necessitate travel (10% for training and other functions).

⛳️ Requirements

• Must possess strong communication skills in both written and verbal formats at all business levels, including customers, peers, colleagues, and executive management.

• At least 4 years of experience in a Help Desk or high-volume call center is preferred.

• Minimum of 4 years of experience in IT Operations, including familiarity with common tools, methods, and techniques.

• A minimum of 4 years of progressively responsible experience in network and/or server monitoring.

• Familiarity with Monitoring Theory and Implementation.

• Experience with current Internet network hardware and software technologies.

• Knowledge of wireless standards 802.11n/ac/ax and RF fundamentals.

• Bachelor’s Degree or equivalent from a four-year college or technical institution.

• Additional experience or training may qualify as a substitute for formal education.

• Experience and knowledge in LAN/WAN technologies, including DNS, DHCP, TCP/IP, VPN, Wireless, and fiber technologies.

• Advanced proficiency in Microsoft Office products, including Excel and Word.

• Experience troubleshooting large-scale networks.

• Strong understanding of LAN/WAN and network protocols.

• Must be able to engage in video conferences professionally, ensuring a quiet environment and reliable internet connection.

• Willing and able to work a flexible schedule that may include extended hours, travel, overnight stays, and day/night shifts.

• Familiarity with ticketing systems (Jira/'Service Now').

• Knowledge of ITIL is a plus.

🏝️ 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 living at properties serviced by Hotwire.

• Discounted service offerings for high-speed internet, video service, phone, and security service.

• Employee Referral Bonuses.

• Exclusive Entertainment Discounts/Perks.