What are the responsibilities and job description for the Advanced Technical Support Engineer Lead position at Hotwire Communications Ltd?
Duties / Responsibilities:
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
- Lead and mentor a team of Technical Support Engineers, providing guidance and support in addressing customer queries and troubleshooting issues.
- Actively participates in the identification of root causes of wide array issues and recommending realistic solutions.
- Coordinates training requirements of the Engineers.
- Maintain individual and team discipline, cohesiveness, and morale.
- Performs other related duties as assigned or requested.
- Troubleshoot all incidents and escalate to higher levels as needed.
- Monitor the production network environment using a combination of monitoring tools to ensure availability.
- Works collaboratively with key stakeholders within Hotwire and vendors to deliver highly reliable network, telephony, and video services.
- 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, diagnose causes, and resolve them 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.
- Other duties as assigned by Supervisor.
- 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.
- Bachelor’s Degree or equivalent from four-year college or technical school. Additional experience or training may substitute for education.
- 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 5 years of experience in a Help Desk or high-volume call center preferred.
- Minimum of 5 years of progressively responsible work experience in network and / or server monitoring.
- Proven experience in Monitoring Theory / Implementation.
- Understanding in current Internet network hardware and software technologies.
- Proven experience and knowledge in wireless standards 802.11n/ac/ax and RF fundamentals.
- 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.
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
