Managed Services Network Operations Technician

Presidio, Inc.; Edina (MN); On-site; USD 55,000 - 75,000; Full time

Job summary

Presidio, Inc. is seeking a Managed Services Operations Technician to monitor and manage customer networking, datacenter, security and collaboration platforms. You will work within the MSC under the MSP Center Operations Manager, Orlando, handling incidents per SLA and documenting actions in ServiceNow.

The role emphasizes strong communication with customers and peers, hands-on support across Cisco IOS, voice and datacenter technologies, and readiness for shift work to meet service demands.

Qualifications

• 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, ServiceNow.
• 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.

Responsibilities

• Responsible for monitoring and management of network, datacenter, security and voice technologies, including but not limited to Cisco, VMWare, Palo Alto, Juniper, F5, HP, NetApp 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.

Skills

Leadership

Client-facing

Communication

Troubleshooting

Independent work

Decision making

Teamwork

Fast-paced

24x7 NOC

Education

High School Diploma/GED or Bachelor’s degree/military

Tools

Cisco IOS

Remedy

ServiceNow

Nimsoft

Zenoss

Prognosis

EMC Smarts

VMware

Palo Alto

Juniper

F5

NetApp

Job description

Presidio, Inc. is seeking a Managed Services Operations Technician to monitor and manage customer networking, datacenter, security and collaboration platforms. You will work within the MSC under the MSP Center Operations Manager, Orlando, handling incidents per SLA and documenting actions in ServiceNow.

The role emphasizes strong communication with customers and peers, hands-on support across Cisco IOS, voice and datacenter technologies, and readiness for shift work to meet service demands.