Hotwire Communications Ltd · 21 hours ago
Advanced Technical Support Engineer
Fort Lauderdale, FL
Full-time
Onsite
Mid Level
4+ years expHotwire Communications Ltd is a provider of telecommunication services, and they are seeking an Advanced Technical Support Engineer to provide exceptional technical support to customers. The role involves troubleshooting network issues, monitoring production environments, and coordinating with technicians to ensure service availability.
InternetPublic RelationsTelecommunications
Responsibilities
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)
Qualification
Required
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
Preferred
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
Company
Hotwire Communications Ltd
Hotwire Communications is a national leader in fiber optic technology, delivering advanced, customized telecommunications solutions to residential, commercial, senior-living, hospitality, and campus environments.
1001-5000 employees
H1B Sponsorship
Hotwire Communications Ltd has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (2)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Blackstone Group
2025-06-13Acquired
2021-04-29Private Equity
Leadership Team
Kristin Johnson Karp
Co-Founder & CEO
Recent News
Brookfield Infrastructure Partners LP
2025-11-08
2025-10-21
Company data provided by crunchbase