Associate Technician, Managed Services Operations

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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.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE:  Associate Technician, Managed Services Operations 

Job Summary: 

As an Associate Technician, Managed Services Operations, will work on the Managed Services Operations team as an Associate Technician focusing on network, voice, and/or datacenter technologies, under the direct management of the Managed Services Center (MSC) Operations Manager. The Associate 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 Associate Technician will be expected to interact with customers, peers, and management via phone, IM, video, and email to ensure customer issues are resolved per contracted SLAs while documenting all actions and communication in the ticketing system, ServiceNow. 

Travel Requirements: 

This position does not require any travel/ In this role you will be expected to travel up to 0%. It will be based in Orlando, FL / Irving, TX Location. 

Job Responsibilities: 

• The Managed Services Operations Associate Technician will be responsible for being the entry point of reported issues and incidents into the Managed Services NOC as the initial point of triage. 
• Responsible for routing incoming requests, incidents, or changes to appropriate resolver 
• Provides remote hardware/software support; documentation, support logs, and other related information throughout the triage process. 
• 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. 
• Assists in monitoring and troubleshooting incidents based on established documentation to identify the nature and resolution of problems and perform incident escalation as needed. 
• Maintains excellent communication with the Operations Managers and Supervisors on all tasks and projects. 
• Responsible for communicating with customers, peers, team, and managers regarding incident, request, and change management. 
• Uses monitoring tools to investigate potential issues or respond to monitoring events, this can include but not be limited to LogicMonitor, Kaseya, LayerX, and NetXMS. 

 

Preferred Skills:

• 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 directly with customers to ensure customer satisfaction. 
• Ability to work independently when assigned a task and follow it through to completion. 
• Detail and process-oriented 
• Ability to work in fast-paced environment. 
• Ability to work in a 24 x 7 NOC environment to support customers’ needs. 

Education and Experience: 

• 0-1 years’ work or education experience using network monitoring tools such as LogicMonitor, LayerX, etc 
• 0-1 years’ work or education experience maintaining, utilizing, and troubleshooting voice platforms 
• 0-1 years’ work or education experience maintaining, utilizing, and troubleshooting datacenter 
  platforms 
• CCENT or CCNA 
• ITILv4 Foundation