Engineer, Platform Tooling

Presidio, Where Teamwork and Innovation Shape the Future 
At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights. 

The Role
As an Engineer, Platform Tooling with Presidio, you will be responsible for managing and maintaining Managed Services monitoring platforms under direct supervision of the Engineering Manager. The engineer will be the primary point of contact for all incidents assigned to them and retain ownership until resolution unless otherwise advised. The Engineer will be expected to interact with peers and management via phone, IM, video, and email to ensure internal issues are resolved per defined SLA’s while documenting all actions and communication in the ticketing system, ServiceNow.

Travel Requirements: 

This role will be remotely based in the Continental United States.  Required travel will be 5%.  

Responsibilities Include:

• Troubleshoot issues around monitoring devices from the viewpoint of the tool(s): SNMP, WMI, SYSLOG, API, ETC…
• Oversees the day-to-day operation of our internal and client facing monitoring solutions including software support, threshold adjustments, customizations and special projects.
• Understand business drivers and utilize time and availability to deliver fast and accurate outcomes within the toolset(s).
• Manage time effectively and can prioritize efforts under pressure.
• Provide feedback to management on process improvements and areas of concern.
• Responsible for communicating with clients, peers, team and managers regarding incident and change management. Creates and maintains good technical documentation.
• Provides emergency on-call support on a rotating schedule.
• Be available while on-shift through several different venues – Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate.
• To carry out testing of new features, and functionality as required and to help develop plans to implement and verify that they are operating correctly in the live network.
• To troubleshoot and resolve configuration, customizations and affected problems and to track vendor support cases through to problem resolution on production issues.
• Support ongoing efforts in defining best practice policies for all supported products and submitting these into the Knowledge Base.
• The engineer will be expected to develop additional skills in other products as business needs dictate.
• Effective communication amongst the clients, team and with other engineering verticals and management.
• Manage service tickets/tasks that are assigned to your personal and team queue.
• Able to create documentation and define services/capabilities in clear and concise language that is easy to read for non-technical resources.
• Other duties as assigned        

Required Skills and Professional Experience:

• Bachelor’s degree or the equivalent work experience and/or military experience
• 2-4 years’ experience working in an Operations role
• 1+ year of experience working with LogicMonitor
• Experience in writing custom LogicModules in LogicMonitor
• Basic understanding of networking protocols: including TCP, UDP, IP Addressing, Routing and Switching, VLANs and Firewalls
• Technical understanding of VMware ESXi from a monitoring perspective
• Technical understanding of enterprise networking from a monitoring perspective
• Technical understanding of storage solutions from a monitoring perspective
• Working knowledge of Microsoft Windows and *nix operating systems
• Continuously develop technical skills to gain mastery with the established toolchain and stay current with new services and technologies
• Programming/scripting with Python, Groovy, and/or Bash
• Experience with system monitoring and analytics platforms, e.g. Nagios, NetXMS, DataDog, New Relic, AppDynamics, Prometheus, Grafana, LogicMonitor, Cribl or comparable tools is a plus

Additional Desired Skills: