Advanced Technical Support Engineer

🕒 May 30

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Hotwire Communications Ltd

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

📡 Telecommunications

👥 B2C

🤝 B2B

Telecommunications • B2C • B2B

Hotwire Communications Ltd is a fiber‑optic telecommunications company operating under the Fision brand that builds and operates 100% fiber networks to deliver high‑speed, symmetrical gigabit internet to residential communities and business customers. The company provides bundled connectivity services — including managed Wi‑Fi, TV, digital phone, security, and home automation — for single‑family homes, multifamily and HOAs, hospitality, student housing, senior living, and other enterprise customers across multiple U. S. states. Hotwire emphasizes concierge‑level customer service, scalable network infrastructure, and enterprise-grade solutions for community-wide deployments.

📋 Description

• Provide exceptional technical support to our customers, addressing their queries and troubleshooting issues promptly and professionally. • Troubleshoot all incidents and escalate to higher levels as needed. • Monitor production network environment using a combination of monitoring tools to ensure availability. • 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 and diagnose causes 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 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. • May be required to travel (10% for training and other functions)

🎯 Requirements

• 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 4 years of experience in a Help Desk or high-volume call center preferred • 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. • Experience in Monitoring Theory / Implementation • Experience in current Internet network hardware and software technologies • Experience and knowledge in wireless standards 802.11n/ac/ax and RF fundamentals. • Bachelor’s Degree or equivalent from four-year college or technical school. • Additional experience or training may substitute for education. • 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. • Strong knowledge of LAN/WAN and network protocols • Must be able to participate in video conferences professionally. This includes a quiet environment and an adequate internet connection. • Willing and able to work a flexible schedule that may include extended hours, travel, overnight and out-of-town stay, day/night shifts. • Experience with ticketing system. (Jira/’service now’) • Knowledge of ITIL is preferred

🏖️ 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 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