Technician, Managed Services Operations; Orlando, Florida

Managed Service Operations Technician

Managed Service Operations Technicians monitor and manage customer networking, datacenter, security, and collaboration platforms. They work within the Managed Services Operations team, focusing on network, voice, and/or datacenter technologies. They report to the Managed Services Center Operations Manager and serve as the primary point of contact for all incidents occurring in the MSC. Scheduling is shift‑based with flexibility to move between shifts as required.

They communicate with customers, peers, and management via phone, IM, video, and email, ensuring issues are resolved per contractual Service Level Agreements (SLAs) and all actions are documented in Service Now.

This position does not require any travel.

• Monitor and manage network, datacenter, security, and voice technologies, including Cisco, VMWare, Palo Alto, Juniper, F5, HP, Net App and other associated technologies.
• Provide remote hardware and software support, including documentation and support logs throughout the triage process.
• Assist in monitoring and maintaining network hardware and software; analyze and troubleshoot logs, track the nature and resolution of problems, and perform all levels of routing incident analysis.
• Interact and collaborate with multiple advanced engineering groups and vendors to escalate technical issues and provide customer updates, coordinating resolution across multiple groups.
• Engage with telecommunication, hardware and software vendors and act on behalf of customers to drive issue resolution with regular progress updates to stakeholders.
• Maintain communication with the Managed Services Operations Manager and supervisors on all tasks and projects, and assist with incident, request, and change management. Create and maintain technical documentation.
• Use monitoring tools such as Zenoss, Nimsoft, Prognosis, and EMC Smarts to investigate potential issues or respond to monitoring events.

• Leadership qualities and ability to work directly with customers to ensure satisfaction.
• Strong client‑facing skills, assertiveness, and self‑starter mindset.
• Excellent troubleshooting skills to respond to monitoring events and quickly triage impact to drive resolution.
• Excellent verbal and written communication skills.
• Ability to work independently and follow tasks to completion.
• Ability to make sound, quick decisions to recover application availability.
• Ability to work in a team and independently resolve issues with little supervision.
• Detail and process oriented.
• Ability to work in a fast‑paced environment.
• Availability to work in a 24x7 NOC environment to support customers.

• CCNA
• CCNP
• ITILv3 Foundation

• High School Diploma/GED or Bachelor's degree and/or military experience.
• 1+ year experience maintaining, utilizing, and troubleshooting Cisco IOS.
• 1+ year experience utilizing a ticketing system such as Remedy or Service Now.
• 1+ year experience using network monitoring tools such as Nimsoft, Zenoss, Prognosis, or EMC Smarts.
• 1+ year experience maintaining, utilizing, and troubleshooting voice platforms.
• 1+ year experience maintaining, utilizing, and troubleshooting datacenter platforms.
• Hands‑on experience working with routing protocols MPLS, Multicast, GRE, VoIP, HSRP, QoS, L2 switching, etc.

Presidio is an Equal Opportunity / Affidate Employer. 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, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about discrimination protections under Federal Law, please visit https://(Use the "Apply for this Job" box below)./

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