Engineer, Managed Services UC

Description

Presidio, Where Teamwork and Innovation Shape the Future

AtPresidio, we're at the forefront of a global technology revolution, transforming industries throughcutting-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 a Engineer with Presidio, you will be responsible for monitoring and managing customer internal infrastructures and their 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 position is subject to shift work and a candidate would be expected to move to different shifts as needed. The Engineer will be expected to interact with customers, peers and management via phone, IM, video, and email to ensure customer issues are resolved per contracted SLA's while documenting all actions and communication in the ticketing system, ServiceNow.

The associated shift for this role will be Friday through Monday, 9 : 00 a.m. - 7 : 00 p.m. ET.

Travel Requirements :

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

Responsibilities Include :

• Troubleshoot client device and application issues via phone and remote access
• Oversee the day-to-day operation of various engineering solutions including hardware / software support, training, and special project
• Provide feedback to management on process improvements and areas of concern
• Maintain 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
• 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
• 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
• Provide 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
• Ability to follow all procedures and documentation as defined and provided by management
• Other duties as assigned

Required Skills and Professional Experience :

Additional Desired Skills :

Technology / Area of Specialization :

Knowledge of the following Cisco Unified Communications applications :

Knowledge and understanding of Cisco cloud technologies

Knowledge of the following protocols :

Knowledge of IP protocols including :

Your future at Presidio

JoiningPresidiomeans stepping into aculture of trailblazers-thinkers, builders, and collaborators-who push the boundaries of what's possible. With our expertise inAI-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 ofGenerative AI, architecting resilientdigital ecosystems, or drivingdata-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio

At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com .

Applications will be accepted on a rolling basis.

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 recruitment@presidio.com 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 recruitment@presidio.com .

Notice to Massachusetts Candidates : It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Recruitment Agencies, Please Note : Presidio does not accept unsolicited agency resumes / CVs. Do not forward resumes / CVs to our careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes / CVs.

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Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.