Engineer, Platform Tooling

Presidio, Inc; Northern (KY); Hybrid; USD 80,000 - 120,000; Full time

Job summary

Presidio is seeking an Engineer, Platform tooling to manage and maintain our Managed Services monitoring platforms, ensuring incidents are owned and resolved through to closure. You will document actions in ServiceNow and coordinate with peers and management to meet defined SLAs while communicating clearly with clients.

The role is remote within the Continental US, with occasional on-site activities and travel.

Qualifications

• Bachelor’s degree or the equivalent work experience and/or military experience.
• 2-3 years’ experience working in an Operations role.
• 1+ year of experience working with LogicMonitor.
• Basic understanding of networking protocols: TCP, UDP, IP, VLANs, Firewalls.
• Technical understanding of VMware ESXi from a monitoring perspective.
• Technical understanding of enterprise networking from a monitoring perspective.
• Technical understanding of storage solutions from a monitoring perspective.
• Working knowledge of Microsoft Windows and UNIX operating systems.
• Continuously develop technical skills to gain mastery with the established toolchain and stay current with new services and technologies.
• Scripting with Groovy.
• Experience with system monitoring platforms such as Nagios, DataDog, New Relic, AppDynamics, Prometheus, Grafana, LogicMonitor, Cribl or comparable tools.

Responsibilities

• Troubleshoot monitoring devices from the platform perspective (SNMP, WMI, SYSLOG, API, etc.).
• Oversee day-to-day operation of monitoring solutions including software support, thresholds, customizations, and projects.
• Understand business drivers and deliver fast, accurate outcomes within the toolset.
• Manage time effectively and prioritize under pressure.
• Provide feedback to management on process improvements and concerns.
• Communicate with clients, peers, and management regarding incidents and changes; maintain documentation.
• Provide emergency on-call support on a rotating schedule.
• Be available across IM, phone, email, and other approved channels.
• Test new features and verify operation in live networks.
• Troubleshoot and resolve configurations and vendor support cases.
• Contribute to Knowledge Base with best practices.
• Develop additional skills to cover more products as needed.
• Communicate across clients, team, and management.
• Manage service tickets and queue.
• Create documentation and define services in clear language.
• Other duties as assigned.

Skills

Troubleshooting

Incident management

Communication skills

On-call readiness

Time management

Self-direction

Continuous learning

Customer service

Vendor coordination

Groovy scripting

Education

Bachelor’s degree or equivalent experience

Tools

LogicMonitor

Nagios

DataDog

New Relic

AppDynamics

Prometheus

Grafana

Cribl

Cribl Stream

VMware ESXi

Job description

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 internal customers - to achieve more through innovation, automation, and intelligent insights.

The Role

The Engineer, Platform tooling role is a team member responsible for managing and maintaining Managed Services monitoring platforms under direct supervision of the Engineering Manager. The engineer will be the primary point of contact for all incidents assigned to them and retain ownership until resolution unless otherwise advised. The Engineer will be expected to interact with peers and management via phone, IM, video, and email to ensure internal issues are resolved per defined SLA’s while documenting all actions and communication in the ticketing system, ServiceNow.

Travel Requirements:

This is a remote role which will be situated in the Continental US. Associated travel is 5%.

Responsibilities Include:

• Troubleshoot issues around monitoring devices from the viewpoint of the platform(s): SNMP, WMI, SYSLOG, API, ETC…
• Oversees the day-to-day operation of our internal and client facing monitoring solutions including software support, threshold adjustments, customizations and special projects.
• Understand business drivers and utilize time and availability to deliver fast and accurate outcomes within the toolset(s).
• Manage time effectively and can prioritize efforts under pressure.
• Provide feedback to management on process improvements and areas of concern.
• Responsible for communicating with clients, peers, team and managers regarding incident and change management. Creates and maintains good technical documentation.
• Provides emergency on-call support on a rotating schedule.
• Be available while on-shift through several different venues – Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate.
• To carry out testing of new features, and functionality as required and to help develop plans to implement and verify that they are operating correctly in the live network.
• To troubleshoot and resolve configuration, customizations and affected problems and to track vendor support cases through to problem resolution on production issues.
• Support ongoing efforts in defining best practice policies for all supported products and submitting these into the Knowledge Base.
• The engineer will be expected to develop additional skills in other products as business needs dictate.
• Effective communication amongst the clients, team and with other engineering verticals and management.
• Manage service tickets/tasks that are assigned to your personal and team queue.
• Able to create documentation and define services/capabilities in clear and concise language that is easy to read for non-technical resources.
• Other duties as assigned

Required Skills and Professional Experience:

• Bachelor’s degree or the equivalent work experience and/or military experience
• 2-3 years’ experience working in an Operations role
• 1+ year of experience working with LogicMonitor
• Basic understanding of networking protocols: including TCP, UDP, IP Addressing, Routing and Switching, VLANs and Firewalls
• Technical understanding of VMware ESXi from a monitoring perspective
• Technical understanding of enterprise networking from a monitoring perspective
• Technical understanding of storage solutions from a monitoring perspective
• Working knowledge of Microsoft Windows and *nix operating systems
• Continuously develop technical skills to gain mastery with the established toolchain and stay current with new services and technologies
• Scripting with Groovy
• Experience with system monitoring and analytics platforms, e.g. Nagios, NetXMS, DataDog, New Relic, AppDynamics, Prometheus, Grafana, LogicMonitor, Cribl or comparable tools is a plus

Additional Desired Skills and Professional Experience:

• Experience in Cribl Stream
• The ability to successfully manage and operate in multi-vendor environments.
• Handling and escalating highly impacting operational issues to upper Management and/or 3rd party vendor escalation
• Strong interpersonal skills and expert level relationship management abilities – showcasing the ability to work well with many levels of client engineering and management.
• The ability to function in a team environment and recognize and take on tasks with self-direction.
• Passion to continue learning and expanding your knowledge
• Customer service skills and client focus
• Strong communications skills including the ability to communicate technical information in using non-technical language
• Cisco or other vendor certifications pertinent to the engineering vertical, preferred
• Good problem-solving skills
• Ability to remain calm and courteous in periods of stress
• Ability to work on several problems simultaneously
• Maintaining complex operational processes

Your future at Presidio

Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise 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.

About Presidio

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 at Presidio. Diversity 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 foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit https://presidio.com

Applications will be accepted on a rolling basis.

Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.

Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

The "Know Your Rights" Poster is available here: https://www.eeoc.gov/poster

Presidio EEO Policy Statement is available here: https://www.presidio.com/careers

Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [e-mail] and let us know the nature of your request and your contact information.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to.

Notice of Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our career's email address, Presidio employees or any other means. Presidio is not responsible for any feeds related to unsolicited resumes/CVs.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.