Technician (USA Remote, MST/PST)

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

Presidio Technician will be responsible for the day-to-day operational support and co-management of customers’ IT environments. The daily activities include managing service tickets, responding to customer calls, resolving technical issues, and proactively identifying and addressing potential problems. Additionally, you will monitor system alerts, maintain and optimize managed services tools, and document any changes or updates within customer environments. This individual regularly communicates with team members and leadership to share insights, escalate issues, and report customer feedback.

**Please note this role is for a 3rd shift opportunity that will cover the 12am EST-9am EST shift**

Responsibilities include:

• Operational co-management of customers’ IT infrastructure and user environments
• Daily queue management to ensure tickets are worked, updated, and resolved according to documented processes
• Taking customer and end user calls via Managed Service’s phone queue
• Work reactive and/or proactive tickets
• Participate in problem management and seek opportunities for proactive services
• Create and generate tickets when tasks and actions are identified. Escalate and/or complete work
• React, investigate, and remediate warning alerts and data in customer environments
• Document changes in customer environment or maintenance schedule in appropriate Knowledge Base(s)
• Participate in administration, maintenance, and/or optimization of Managed Services tools
• Participate in continual education in technology verticals) to stay in sync with tech advancements, changes, and updates to Standards
• Participate in on call rotations
• Effectively communicate information to responsible individuals at proper intervals:
  • Business Alignment - all technical findings, analysis results, opportunities uncovered, and recommendations
  • Managed Services Team - updates, knowledge share, of any and all kind
  • Managing Consultant – daily: commendations from customers, escalations, customer satisfaction issues or challenges
• Execute tasks assigned by Managing Consultant and/or Managers

 

Required Skills and Professional Experience

• 1-4 years of experience with the following preferred:
  • NOC or IT helpdesk response for alert-based events and incidents
  • Opening and escalating cases with ISPs
  • Troubleshooting from monitoring tools
  • Taking users and IT staff support calls
  • Following knowledge base articles to resolve incidents
  • Microsoft OS patching
  • IT Generalist, understanding of network connectivity as well as compute technologies
• Has experience working in IT operations environment from an ITSM, PSA and/or ticketing tool
• Understands and can follow service management methodology such as ITIL

 

Preferred Skills and Professional Experience

• Night-owl, thrives in the after-hour space
• Organized and able to work independently
• Strong communicator internally and externally
• Documentation skills re searching and updating
• Professional approach to work and customers
• Bachelor's Degree or equivalent experience and/or military experience

 

Your future at Presidio

Joining Presidio means stepping into a culture of trailblazers—thinkers, builders, and collaborators—who push the boundaries of what’s possible. With our expertise in AI-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 of Generative AI, architecting resilient digit