Advanced Technical Support Engineer Lead

The Advanced Technical Support Engineer Lead is a key member of the Advanced Technical Support team, responsible for providing exceptional customer experience by delivering turn-key solutions to service incidents across Hotwire’s product portfolio. This role involves leading a team of Technical Support Engineers (TSEs), managing inbound requests, and ensuring incidents are resolved efficiently.

Duties / Responsibilities:

• 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.

Minimum Qualifications:

• 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.

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 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.

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