Technician, Managed Services Operations; Irving, Texas & Orlando, Florida

Overview

Presidio, Where Teamwork and Innovation Shape the Future

At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights.

Our Managed Service Operations Technicians earn a competitive base salary and exceptional benefit plans - along with top training and support, and recognition for high performers. If you're coachable, persistent, smart, executive-savvy, and looking for your next great adventure, Presidio is the place for you.

Travel Requirements: This position does not require any travel.

• 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, Net App 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.

• 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.

• CCNA
• CCNP
• ITILv3 Foundation

• High School Diploma/GED or Bachelor's degree and/or military experience.
• 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, Service Now.
• 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 platforms.
• Hands-on work or education experience working routing protocols MPLS, Multicast, GRE, VoIP, HSRP, QoS, L2 switching, etc.

Joining Presidio means stepping into aculture of trailblazers-thinkers, builders, and collaborators-who push the boundaries of what's possible. With our expertise in AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world. Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next—together.

Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles ersity of skills and thought is a key component to our business success.

At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT…