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Hotwire Communications Fision Enterprise Engineer in Fort Lauderdale, Florida

Come power the future with us!

From the beginning, Hotwire Communications has been focused on the future – bringing the power and speed of fiber optics directly to customers. We were among the first companies in the US to offer IPTV Video and the first to offer gigabit speeds in Florida.

And that leadership continues.

We are looking for team members who are passionate about technology and what it means for all our lives. We are looking for leaders to drive us into the future and we are looking for individuals who are prepared to do whatever it takes to create a truly exceptional customer experience day in and day out.

The Fision Enterprise 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 provessioning 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.

  • 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

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, negios

  • 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)

ID: 2020-1988

Street: 2100 West Cypress Creek Rd