Duties / Responsibilities:
- Collect performance statistics on the reliability and efficiency of networks.
- Ensure incident tickets are generated for exceptions and managed for the lifetime of the incident.
- Troubleshoots all level 2 incidents and escalates to higher level as needed.
- Detect 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.
- Coordinate field router intrusive and non-intrusive testing and repair of circuits.
- 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 and diagnose cause where appropriate and resolve expeditiously.
- Work with Engineers to resolve production problems.
- Write coherent trouble ticket notes on production incidents and problems.
- Escalate issues and problems according to procedures and best judgment.
- Diagnose problems and resolve in an expeditious manner.
- Other duties as required or assigned.
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.
- Minimum of 4 years of experience working in IT Operations including knowledge of common, tools, methods, and techniques
- Minimum of 4 years of progressively responsible work experience in network and / or server monitoring skills
- Knowledge of TCP/IP, ISP, routers and Network Protocols (Cisco) such as OSPF, BGP, MPLS
- Specialties NOC/ Process writing skills of 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, Nagios
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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