Technician, Managed Services Operations (Orlando, Florida)

About the role

The Managed Services Operations Technician is a team member responsible for monitoring and managing customer networking, datacenter, security and collaboration platforms. The purpose of this role is to provide remote hardware/software support, document support logs and other related information throughout the triage process, analyze and troubleshoot logs, track the nature and resolution of problems, and interact with customers, peers, and management via phone, IM, video, and email to ensure customer issues are resolved per contracted SLA's.

Responsibilities

• Maintains excellent communication with the Managed Services Operations Manager and supervisors on all tasks and projects.
• Communicates with customers, peers, team, and managers regarding incident, request, and change management.
• Creates and maintains good technical documentation.
• Investigates potential issues or responds to monitoring events using monitoring tools such as Zenoss, Nimsoft, Prognosis, and EMC Smarts.
• Provides remote hardware/software support; documentation, support logs, and other related information throughout the triage process.
• Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems.
• Interacts and works directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates, and drive incidents to resolution.
• Works independently when assigned a task and follows it through to completion.
• Works in a fast-paced environment and supports customers' needs in a 24x7 NOC environment.

Requirements

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

Qualifications

• 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.

Skills

• CCNA
• CNP
• ITIL v3 Foundation

Benefits

Presidio offers a competitive base salary and exceptional benefit plans, including top training and support, and recognition for high performers.

Pay

Competitive base salary based on experience and qualifications.

Schedule

Shift work is required, with the possibility of moving to different shifts as needed.