Technician, Managed Services Operations

Company: Presidio, Inc. ( Learn More )

General Information
US-FL-Orlando
N/A
Not Specified
Full-Time/Part-Time
At least 1 year(s)
Not Specified
False
False
Job Description

At Presidio, we think, architect, implement and support the practical reality of IT every day. We bring together the best minds in the industry to deliver IT excellence and support the answers to our clients’ IT challenges. As one of the largest IT-as-a-Service solution providers in the U.S., we combine experience and stability with regional expertise and the unique ability to cover local and global business needs. For more information about Presidio visit our website at www.presidio.com or follow us on Twitter @Presidio.

Job Summary

  •  The Managed Services Operations Technician is a team member responsible for monitoring and managing customer networking, datacenter, security and collaboration platforms.
  • This position will work on the Managed Services Operations team as a Technician focusing on network, voice and/or datacenter technologies, under the direct management of the Managed Services Center Operations Manager, Orlando. The technician will be the primary point of contact for all incidents into the MSC. The position is subject to shift work and a candidate would be expected to move to different shifts as needed. The candidate will be expected to interact with customers, peers and management via phone, IM, video, and email to ensure customer issues are resolved per contracted SLA’s while documenting all actions and communication in the ticketing system, ServiceNow.
  • Key Responsibilities

  • The Managed Services Operations Technician will be responsible for the monitoring and management of network, datacenter, security and voice technologies. This includes but is not limited to Cisco, VMWare, Palo Alto, Juniper, F5, HP, NetApp and other associated technologies.
  • Provides remote hardware/software support; documentation, support logs and other related information throughout triage process.
  • Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
  • Interacts and works directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates and drive incidents to resolution often collaborating between more than one group at a time.
  • Interacts with telecommunication, hardware and software vendors and operates on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
  • Maintains excellent communication with the Managed Services Operations Manager and supervisors on all tasks and projects. Responsible for communicating with customers, peers, team and managers regarding incident, request and change management. Creates and maintains good technical documentation.
  • Uses monitoring tools to investigate potential issues or respond to monitoring events, this includes Zenoss, Nimsoft, Prognosis and EMC Smarts.
  • Required Skills
  • 1+ years work or education experience maintaining, utilizing, and troubleshooting Cisco IOS
  • 1+ years work or education experience utilizing a ticketing system such as Remedy, ServiceNow
  • Possesses leadership qualities and works directly with customers to ensure customer satisfaction.
  • Strong client-facing skills, assertiveness, strong communications skills, leadership and self-starter.
  • Strong troubleshooting skills to respond to monitoring events and quickly triage impact and identify next steps to drive resolution.
  • Excellent verbal and written communication skills.
  • Ability to work independently when assigned a task and follow it through to completion.
  • Ability to make sound, quick decisions to recover application availability to customers.
  • Ability to work in a team and independently fix issues with little or no supervision.
  • Detail and process oriented individual.
  • Ability to work in fast paced environment.
  • Ability to work in a 24 x 7 NOC environment to support customers’ needs.
  • Preferred Skills & Certifications

  • 1+ years’ work or education experience using network monitoring tools such as Nimsoft, Zenoss, Prognosis, EMC Smarts
  • 1+ years’ work or education experience maintaining, utilizing, and troubleshooting voice platforms
  • 1+ years’ work or education experience maintaining, utilizing, and troubleshooting datacenter platform
  • Hands-on work or education experience working routing protocols MPLS, Multicast, GRE, VoIP, HSRP, QoS, L2 switching, etc.
  • Certifications
  • CCNA
  • CCNP
  • ITILv3 Foundation
  • Presidio Networked Solutions LLC is an Equal Opportunity/Affirmative Action Employer/ VEVRAA Federal Contractor.  All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

     

    To read more about employment discrimination protections under federal law, please visit: https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf 

    If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to [Click Here to Email Your Resumé] or call 212.652.5700 for assistance.  

    Presidio Networked Solutions is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings.  State Employment Services, please provide priority referrals to [Click Here to Email Your Resumé] or call 212.652.5700.

    RECRUITMENT AGENCIES PLEASE NOTE - we have a strict PSL in place and we will only accept applications from agencies/business partners that have been invited to work on this role through the Presidio portal. 

    Candidate Resumes/CV's not submitted through our portal or submitted directly through to managers or HR will be considered unsolicited and will be treated as gifts and no fee will be payable.  

    We thank you for your cooperation in this matter. 

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    Job Requirements