Senior Engineer, Managed Services, Unified Communications (Remote)

SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!

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 a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE: Senior Engineer

Job Summary:

As an internalSenior Engineer with Presidio, you will be responsible for providing assistance to every engineer in regard to troubleshooting and identifying issues in the client bases' network infrastructure. The position has responsibility for maintaining proper documentation with a strong focus on customer satisfaction. The Senior Engineer is also responsible for troubleshooting and performing root cause analysis for incidents that are generated from the monitoring tools and various reported issues. The Senior Engineer works closely with all engineers and provides assistance when requested and shows initiative in resolving the most complex of issues.

Travel Requirements:

This position does not require any travel. It will be a remote-based position (within the Continental United States).

Job Responsibilities:

• Troubleshoot client device and application issues via phone and remote access.
• Oversees the day-to-day operation of various engineering solutions including hardware/software support, training, and special projects.
• Attend daily meetings with clients when necessary to review high priority issues and provide/accept guidance on issues affecting their internal infrastructure. This would include being familiar with the client's environment and having extensive knowledge of the infrastructure.
• Provide feedback to management on process improvements and areas of concern.
• Maintains excellent communication with NOC team on all tasks and projects. Responsible for communicating with customers, peers, team and managers regarding incident and change management. Creates and maintains good technical documentation.
• Provide 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.
• Serve as an escalation point on support calls for products supported in the service catalog.
• Perform 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.
• Troubleshoot and resolve equipment, configuration 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.
• Develop additional skills in other products as business needs dictate.
• Effective communication amongst the team and with other engineering verticals and management.
• Respond to customer service calls and emails in agreed upon timeframe.
• Manage service tickets that are assigned to your personal and team queue.
• Mentor associate engineers and team members, as well as the Tier 1 teams.
• A firm understanding of teamwork and ability to follow all procedures and documentation as defined and provided by management.
• Other duties as assigned.

Required Skills:

• Cisco or other vendor certifications pertinent to the engineering vertical.
• A history of successfully managing and operating multi-vendor environments.
• Strong interpersonal skills and expert level relationship management abilities - showcasing the ability to work well with many levels of client engineering and management.
• The ability to function in a team environment and recognize and take on tasks with self-direction.
• Passion to continue learning and expanding your knowledge.

Additional Desired Skills:

• Strong customer service skills and client focus
• Ability to communicate technical information in using non-technical language
• Previous experience or aptitude to be successful in an Administration and Operations capacity
• Good problem-solving skills
• Comprehensive verbal and written communication skills
• Ability to remain calm and courteous in periods of stress
• Ability to work with broad range of experience levels
• Capable of maintaining complex operational processes
• Handle and escalate highly impacting operational issues to upper Management and/or 3rd party vendor escalation
• Ability to manage several projects simultaneously

Education and Experience:

• Bachelor's degree or the equivalent experience work experience and/or military experience
• 4+ years in a Network Operations engineering role
• 4+ years' experience troubleshooting devices within their engineering field
• 4+ years' experience utilizing a ticket system such as Remedy, ServiceNow or Service Desk.
• CCNP or equivalent certifications related to the area of specialty

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ABOUT PRESIDIO

Presidio is committed to Diversity, Equity, and Inclusion at the highest levels and has strengthened its drive to build and drive systemic DEI change process across all levels of the organization. Cultivating a culture of inclusion where the expression of all our differences are valued, celebrated, and add to our collective achievements.

Presidio is a global digital services and solutions provider accelerating business transformation through secured technology modernization. Highly skilled teams of engineers and solutions architects with deep expertise across cloud, security, networking and modern data center infrastructure help customers acquire, deploy and operate technology that delivers impactful business outcomes. Presidio is a trusted strategic advisor with a flexible full life cycle model of professional, managed, and support and staffing services to help execute, secure, operationalize and maintain technology solutions. We serve as an extension of our clients' IT teams, providing deep expertise and letting them focus on their core business. Presidio operates in 40+ US offices and offices in Ireland, London, Singapore, and India.

For more information visit: http://presidio.com

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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: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

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 [email protected] 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 [email protected].

RECRUITMENT AGENCIES PLEASE NOTE:

Agencies/3 Parties may not solicit to any employee of Presidio. Any candidate information received from any Agency/3 Party will be considered a gift and property of Presidio, unless the Agency/3 Party is an Authorized Vendor of Presidio with an up-to-date Presidio Contract in hand signed by Presidio Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Presidio Talent Acquisition to engage in recruitment efforts for Presidio.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)