Technician, Managed Services Operations; Irving, Texas & Orlando, Florida

Position Overview

At Presidio, we are at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. The Technician, Managed Services Operations role (based in Irving, Texas & Orlando, Florida) focuses on monitoring and managing customer networking, datacenter, security and collaboration platforms. This position is ideal for a motivated team player eager to work in a dynamic 24x7 NOC environment while ensuring customer satisfaction and high service availability.

Key Responsibilities

• Monitor and manage network, datacenter, security and voice technologies including Cisco, VMWare, Palo Alto, Juniper, F5, HP, Net App, and others.
• Provide remote hardware/software support along with detailed documentation and support logs throughout the triage process.
• Analyze and troubleshoot log data, track incident resolution, and perform all levels of routing incident analysis.
• Collaborate with advanced engineering groups and vendors to escalate technical issues, update customers, and drive incidents to resolution.
• Communicate effectively with customers, peers, and management regarding incidents, request and change management, ensuring thorough documentation in ServiceNow.
• Utilize monitoring tools such as Zenoss, Nimsoft, Prognosis, and EMC Smarts to detect and address potential issues promptly.

Required Qualifications

• Proven leadership with strong client-facing skills, assertiveness, and excellent verbal and written communication abilities.
• Strong troubleshooting skills with the ability to quickly triage and resolve incidents.
• Ability to work independently as well as collaboratively in a fast-paced, 24x7 NOC environment.
• Detail-oriented and process-driven with sound decision-making capabilities during critical incidents.

Preferred Qualifications

• CCNA
• CCNP
• ITILv3 Foundation

Benefits & Perks

• Compensation: Competitive base salary
• Benefits: Exceptional benefit plans
• Top training and support programs
• Recognition for high performers