Technician, Managed Services Operations (Nationwide Opportunities)

Presidio • Edina, MN

253d

About The Position

Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it's our people that make the connections happen. Our Managed Service Operations Technicians earn a competitive base salary and exceptional benefit plans - along with top training and support, and recognition for high performers. If you're coachable, persistent, smart, executive-savvy, and looking for your next great adventure, Presidio is the place for you. The Managed Services Operations Technician is a team member responsible for monitoring and managing customer networking, datacenter, security and collaboration platforms. This position 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 technician will be the primary point of contact for all incidents into the MSC. The position is subject to shift work and a candidate would be expected to move to different shifts as needed. The candidate will be expected to 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.

Requirements

• 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.

Nice To Haves

• CCNA
• CCNP
• ITILv3 Foundation

Responsibilities

• Responsible for the monitoring and management of network, datacenter, security and voice 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 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.
• Maintains excellent communication with the Managed Services Operations Manager and supervisors on all tasks and projects.
• Uses monitoring tools to investigate potential issues or respond to monitoring events.

Benefits

• Competitive base salary
• Exceptional benefit plans
• Top training and support
• Recognition for high performers

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees