Technician, Managed Services Operations (Orlando, Florida)

Description Presidio, Where Teamwork and Innovation Shape the Future AtPresidio, we're at the forefront of a global technology revolution, transforming industries throughcutting-edge digital solutions and next-generation AI. We empower businesses-and their customers-to achieve more through innovation, automation, and intelligent insights. The Role 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. Purpose: The Managed Services Operations Technician is a team member responsible for monitoring and managing customer networking, datacenter, security and collaboration platforms. Scope: 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. Travel Requirements: This position does not require any travel. Job Responsibilities: The Managed Services Operations Technician will be responsible for the monitoring and management of network, datacenter, security and voice technologies. This includes but is 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 the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis. Interacts and works directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates and drive incidents to resolution often collaborating between more than one group at a time. Interacts with telecommunication, hardware and software vendors and operates on the customers' behalf to drive resolution of issues 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, this includes 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 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 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. Your future at Presidio JoiningPresidiomeans stepping into aculture of trailblazers-thinkers, builders, and collaborators-who push the boundaries of what's possible. With our expertise inAI-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 ofGenerative AI, architecting resilientdigital ecosystems, or drivingdata-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, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit ***** Applications will be accepted on a rolling basis. Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances. To read more about discrimination protections under Federal Law, please visit: If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to View email address on click.appcast.io for assistance. Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to View email address on click.appcast.io . 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. 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.