Tier II Engineer

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

📋 Description

• Respond to automated alerts generated by monitoring tools in accordance with established procedures.

• Utilize diagnostic tools to assess the level of problems and their criticality.

• Actively identify faults and conditions within the system.

• Investigate causes and resolve issues promptly.

• Address Level 1 incidents and escalate them when necessary.

• Identify outages and apply appropriate remedies.

• Provide mentorship to team members to ensure adherence to company standards and policies.

• Oversee the production network environment using monitoring tools to guarantee availability.

• Collaborate with business and residential customers, as well as field technicians, to install new services.

• Remotely troubleshoot issues with customers and technicians.

• Coordinate the onsite dispatch of relevant vendor repair services.

• Escalate issues and challenges according to established procedures and sound judgment.

• Conduct periodic system health assessments.

• Leverage knowledge of networking, systems, and SMS applications to identify problems and devise solutions.

• Work alongside engineers to address production issues.

• Configure and maintain monitoring tools effectively.

• Collaborate with the Lead to ensure compliance with company standards.

• Handle direct customer phone inquiries and take corrective actions consistent with the White Glove Customer Service commitment.

• Carry out additional responsibilities as assigned by the Supervisor.

⛳️ Requirements

• Proficiency in routing protocols, particularly OSPF and BGP.

• Experience with Optical Platforms, including configuration and troubleshooting.

• Background in a cable provider environment.

• Experience with third-party circuit providers.

• Familiarity with current Internet network hardware and software technologies.

• Diagnostic experience with monitoring applications such as SolarWinds and Nagios.

• A minimum of 2 years of experience in a Help Desk or high-volume call center is preferred.

• At least 2 years of experience in IT Operations, encompassing knowledge of common tools, methods, and techniques.

• Industry-recognized certifications, such as CCNA, CCNP, and/or CCDP.

• Vendor certifications for any Optical platform (e.g., Motorola, ZTE, Alcatel).

• Scripting experience with shell, Expect, PHP, or Python.

• Minimum of 2 years of progressively responsible work experience in network and/or server monitoring.

• NOC/process writing skills or training is a plus.

• Experience in Monitoring Theory/Implementation is an advantage.

🏝️ 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 residing on properties serviced by Hotwire.

• Discounted services for high-speed Internet, video service, phone, and security service.

• Employee Referral Bonuses.

• Exclusive Entertainment Discounts/Perks.