Engineer, Managed Services, Unified Communications - Remote (FL, GA, NC, PA, TX, VA)

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: Engineer, Managed Services Unified Communications

Job Summary:

As an Engineer, you will be a team member 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 shift hours for this role will be Monday through Friday 6:00am - 2:00pm ET.

Travel Requirements:

This is a remote position. No travel is required.

Job Responsibilities:

• 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 projects.


• 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.


• Other duties as assigned.

Required Skills:

• Ability to successfully manage and operate in a multi-vendor environment


• Strong interpersonal skills and relationship management abilities showcasing the ability to work well with many levels of client engineering and management.


• Ability to function in a team environment and recognize and take on tasks with self-direction.


• Ability to communicate technical information in using non-technical language


• Handling and escalating highly impacting operational issues to upper Management and/or 3rd party vendor escalation


• Advanced knowledge and understanding of Cisco IOS configuration and operation


• Advanced knowledge and understanding of Cisco UCS - Unified Communications Server


• Advanced knowledge of the following Cisco Unified Communications applications:
  
  • Cisco Unified Communications Manager
  
  
  • Cisco Contact Center Express
  
  
  • Cisco Attendant Console
  
  
  • Cisco Unity Connection
  
  
  • Cisco Unified Presence
  
  
  • Cisco Emergency Responder
  
  
• Advanced knowledge and understanding of Cisco digital (CUBE) and analog voice gateways


• Advanced knowledge and understanding of call routing configuration and troubleshooting


• Advanced knowledge and understanding of Cisco WebEx and Cloud Technologies


• Advanced knowledge of the following protocols:
  
  • VoIP, messaging, H.225, H.245, H.323 and SIP
  
  
• Advanced knowledge of IP protocols including:
  
  • TCP, UDP, RTP, SCCP, MGCP
  
  
  
  

Additional Desired Skills:

• Advanced knowledge and understanding of VMware ESXi


• Advanced knowledge and understanding of Cisco Expressway


• Knowledge of Cisco Video Conferencing and Telepresence


• CCNP Voice strongly preferred

Education and Experience:

• Bachelor's Degree or the equivalent work experience and/or military experience


• 3+ years' experience working in a Network Operations Center


• 3+ years' experience troubleshooting infrastructure devices applicable to engineering vertical

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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.

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)