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

SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers’ customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it’s our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE: Technicians, Managed Service Operations

Job Summary:

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.

• Purpose: The Managed Services Operations Technician is a team member responsible for monitoring and managing customer networking, datacenter, security and collaboration platforms.
• Scope: 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, Service Now.

Travel Requirements:

This position does not require any travel.

Job 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, 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.

Required Skills:

• 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…