Job Description:

Advanced Technical Support Engineer Lead

Description
The Advanced Technical Support Engineer Lead is responsible for delivering exceptional customer support by overseeing service incident resolution across a broad product portfolio. This role involves leading a team of Technical Support Engineers (TSEs), managing inbound requests, troubleshooting complex issues, and ensuring timely and effective incident resolution.

Responsibilities:

  • Lead and mentor a team of Technical Support Engineers, providing guidance and support in troubleshooting and customer interactions.

  • Identify root causes of technical issues and recommend practical solutions.

  • Coordinate training requirements for engineers.

  • Maintain team discipline, cohesion, and morale.

  • Troubleshoot incidents and escalate as necessary.

  • Monitor production network environments using monitoring tools to ensure service availability.

  • Collaborate with stakeholders and vendors to maintain highly reliable network, telephony, and video services.

  • Coordinate dispatch of technicians to perform onsite service repairs.

  • Respond to automated alerts, diagnose issues, and determine severity and resolution paths.

  • Perform proactive health checks of systems.

  • Use networking and systems expertise to resolve issues quickly.

  • Maintain detailed documentation and trouble ticket notes for all incidents.

  • Write or revise system documentation and procedures as needed.

  • Perform other duties as assigned.

Minimum Qualifications:

  • Bachelors degree or equivalent experience; additional training or experience may substitute for education.

  • Strong verbal and written communication skills, including with executive-level stakeholders.

  • 5+ years of experience in a Help Desk or high-volume call center environment.

  • 5+ years of progressively responsible experience in network and/or server monitoring.

  • Proven knowledge of monitoring theory and implementation.

  • Strong understanding of internet network hardware, software, and wireless standards (802.11n/ac/ax).

  • Knowledge of RF fundamentals, LAN/WAN technologies, DNS, DHCP, TCP/IP, VPN, wireless, and fiber technologies.

  • Proficiency with Microsoft Office (Excel, Word).

  • Experience troubleshooting large-scale networks.

Working Place:

Florida, Florida, United States

Company :

2025 Oct 16th - Virtual - HotWire Communications