Technician, Managed Services Operations; Orlando, Florida

Job Summary

• Managed Services Operations Technician is a team member responsible for monitoring and managing customer networking, datacenter, security and collaboration platforms.
• 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 primary point of contact for all incidents into the MSC. The position is subject to shift work and the candidate would be expected to move to different shifts as needed.
  
  The candidate will 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.

This position does not require any travel.

• Responsible for monitoring and management of network, datacenter, security and voice technologies, including but 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 logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Interacts directly with multiple advanced engineering groups and vendors to accelerate technical issues, provide customer updates, and drive incidents to resolution while collaborating between more than one group at a time.
• Interacts with telecommunications, hardware and software vendors and acts on the customers’ behalf to drive issue resolution 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, including Zenoss, Nimsoft, Prognosis and EMC Smarts.

• Possesses leadership qualities and works directly with customers to ensure customer satisfaction.
• Strong client‑facing skills, assertiveness, strong communication 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 a 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.

Applications will be accepted on a rolling basis.

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