Tier II Engineer

Hotwire Communications Ltd

. Respond to automated alerts from monitoring tools according to procedure .

Posted 10/8/2026full-timeRemote • Florida • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and diagnosing network issues, utilizing monitoring tools and diagnostic applications to ensure system availability. Possesses strong experience in routing protocols, optical platforms, and customer service within a cable provider environment.

Highest-signal resume keywords

Routing Protocols (OSPF, BGP)Optical Platform Configuration and TroubleshootingMonitoring Applications (SolarWinds, Nagios)Industry Recognized Certifications (CCNA, CCNP, CCDP)Scripting (Shell, Expect, PHP, Python)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Level 1 IncidentsDiagnostic Tools UsageNetwork MonitoringSystem Health ChecksVendor Repair CoordinationFault DetectionIncident EscalationConfiguration of Monitoring ToolsRemote Issue ResolutionNOC Process Writing

Soft Skills

Mentoring Team MembersCustomer ServiceCommunication SkillsProblem-SolvingCollaboration

Tools & Technologies

Monitoring ToolsDiagnostic ApplicationsSMS ApplicationsNetwork HardwareInternet Software Technologies

Certifications & Qualifications

CCNACCNPCCDPVendor Certifications (Motorola, ZTE, Alcatel)

Industry Keywords

Cable Provider EnvironmentThird Party Circuit ProvidersMonitoring TheoryIT OperationsHelp Desk Experience

Tech Stack

Tools & technologies

PHPPython

About the role

Key responsibilities & impact

Respond to automated alerts from monitoring tools according to procedure
Use diagnostic tools to determine problem level and criticality
Proactively discover faults and conditions
Diagnose causes and resolve problems expeditiously
Troubleshoot Level 1 incidents and escalate as needed
Detect outages and implement remedies
Mentor team members to ensure compliance with company standards and policies
Monitor the production network environment using monitoring tools to ensure availability
Work with business customers, residential customers, and field technicians installing new services
Troubleshoot issues remotely with customers and technicians
Coordinate onsite dispatch of associated vendor repair services
Escalate issues and problems according to procedures and best judgment
Perform periodic system health checks
Use networking, systems, and SMS application knowledge to identify problems and determine solutions
Work with engineers to resolve production problems
Configure and maintain monitoring tools
Work with the Lead to ensure alignment with company standards
Answer direct customer phone calls and take corrective actions aligned with the White Glove Customer Service promise
Perform other duties as assigned by the Supervisor

Requirements

What you’ll need

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
Experience in current Internet network hardware and software technologies
Diagnostic experience with monitoring applications such as SolarWinds and Nagios
Minimum of 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
Industry recognized certifications such as CCNA, CCNP, and/or CCDP
Vendor certifications on any Optical platform (e.g., Motorola, ZTE, Alcatel)
Scripting experience with shell, Expect, PHP, or Python
Minimum of 2 years of progressively responsible work experience in networks and/or server monitoring
NOC / process writing skills or training a plus
Experience in Monitoring Theory / Implementation a plus

Benefits

Comp & perks

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 for high-speed internet, video service, phone, and security service
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks