Technician, Managed Services Operations (Orlando, Florida)

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

Job summary

Presidio, Inc. in Orlando is seeking a Managed Services Operations Technician to monitor and manage client networking, datacenter, security and collaboration platforms as part of the Managed Services Operations team, under the MSC Manager.

This role involves shift work, interacting with customers via phone, IM, video, and email to resolve incidents per SLA, while documenting actions in ServiceNow. Strong troubleshooting and communication skills are essential for success in a fast-paced 24x7 NOC.

Qualifications

• 1+ years work or education experience maintaining, utilizing, and troubleshooting Cisco IOS.
• 1+ years work or education experience using a ticketing system such as Remedy or ServiceNow.
• 1+ years work or education experience with network monitoring tools such as Nimsoft, Zenoss, Prognosis, EMC Smarts.

Responsibilities

• Monitor and manage network, datacenter, security and voice technologies, including Cisco, VMware, Palo Alto, Juniper, F5, HP, NetApp and others.
• Provide remote hardware/software support; document logs and information throughout triage.
• Assist in monitoring and maintaining network hardware/software; analyze logs and perform routing incident analysis.
• Collaborate with engineering groups and vendors to drive incidents to resolution and provide customer updates.
• Communicate with customers, peers and managers regarding incidents, requests and changes; maintain documentation.
• Use monitoring tools to investigate potential issues or respond to events (Zenoss, Nimsoft, Prognosis, EMC Smarts).

Skills

Leadership qualities

Client-facing

Troubleshooting

Communication

Independent work

Decision making

Teamwork

Detail‑oriented

Fast-paced environment

24x7 NOC

Education

High School Diploma / GED or Bachelor's

Tools

Cisco IOS

Zenoss

Nimsoft

Prognosis

EMC Smarts

Remedy

ServiceNow

Job description

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, ServiceNow.

Travel Requirements

This position does not require any travel.

Job 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.

Required Skills

• 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.

Additional Desired Skills

• CCNA
• CCNP
• ITILv3 Foundation

Education and Experience

• 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, 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.

Applications will be accepted on a rolling basis.

Presidio is an Equal Opportunity / Affi…

To read more about discrimination protections under Federal Law, please visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

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

Notice to 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 careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes/CVs.