Technician, Managed Services Operations; Orlando, Florida

Managed Service Operations Technician

Competitive salary and benefits with high‑performance recognition.

This position does not require any travel.

• Monitor and manage customer networking, data center, security, voice, and collaboration platforms.
• Act as the primary point of contact for all incidents into the Managed Services Center, documenting actions in Service Now.
• Interact with customers, peers and management via phone, IM, video, and email to ensure issues are resolved according to contracted SLA’s.
• Assist in monitoring and maintaining network hardware and software; troubleshoot logs and conduct routing incident analysis.
• Collaborate with advanced engineering groups and vendors to expedite resolution of technical issues.
• Operate on the customer’s behalf with telecommunications, hardware and software vendors.
• Maintain excellent communication with the Managed Services Operations Manager and supervisors on all tasks and projects.
• Use monitoring tools such as Zenoss, Nimsoft, Prognosis and EMC Smarts to investigate potential issues.

• Leadership qualities and ability to work directly with customers to ensure satisfaction.
• Strong client‑facing skills and assertiveness; strong communications.
• Excellent troubleshooting skills to respond quickly to monitoring events.
• Excellent verbal and written communication skills.
• Ability to work independently, follow through to completion.
• Ability to make sound, quick decisions to recover application availability.
• Team player with ability to fix issues with little or no supervision.
• Detail and process oriented.
• Ability to work in a fast‑paced environment.
• Ability to work in a 24×7 NOC environment to support customers’ needs.

• CCNA
• CCNP
• ITILv3 Foundation

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

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