Employment Type : Full-Time
Who We Are: 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.What You Will Be Doing: JOB OVERVIEW: At the highest level, all employees of Hotwire Communications must be enthusiastic, entrepreneurial and committed to perform their job in an ethical and proper manner. The NOC Engineer I is responsible for ensuring that network, Data, Video, Voice, and application environment run at peak performance by detecting and acting on all exceptions and anomalies. This role monitors the entire Hotwire Communications network environment. In addition, the person will collect performance statistics on the reliability and efficiency of networks. Incident tickets are generated for exceptions and managed for the lifetime of the incident. The individual will troubleshoot all level I incidents and escalate to higher levels as needed. The NOC I Engineer operates with a high degree of independence and with minimal supervision in a secure environment.
ESSENTIAL JOB FUNCTIONS: 1. Must have advanced knowledge of computers and computer systems 2. Ability to effectively listen to others and convey information clearly 3. Ability to prioritize and manage multiple responsibilities 4. Ability to address customer needs while maintaining company standards 5. Must be detail oriented to ensure accuracy in company procedures 6. Must be self-motivated and have the ability to work independently; a self-starter who is able to produce high-quality work with minimal direction 7. Ability to identify deficiencies in tools and procedures 8. Ability to make reasonable and accurate decisions when overcoming obstacles 9. Commitment to excellent customer service 10. Excellent oral and written communications skills in English
RESPONSIBILITIES: 1. Monitor production network environment using a combination of monitoring tools to ensure availability 2. Coordinate field router intrusive and non-intrusive testing and repair of circuits 3. Coordinate onsite dispatch of Telecommunication vendor repair services 4. Respond to automated alerts from monitoring tools according to procedure. Use diagnostic tools to ascertain level and criticality of problem 5. Discover faults and conditions in a proactive manner, and diagnose cause where appropriate and resolve expeditiously 6. Escalate issues and problems according to procedures and best judgment 7. Perform periodic health checks of systems 8. 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 9. Diagnose problems and resolve in an expeditious manner 10. Work with Engineers to resolve production problems 11. Write coherent trouble ticket notes on production incidents and problems 12. May write or revise system documentation and procedures 13. Responsible for configuring and maintaining monitoring toolsWhat You Need to Bring: ESSENTIAL COMPETENCIES: Customer Focus Functional / Technical Critical Thinking Time Management Attention to Detail Written/ Verbal Communication Skills 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.