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Customer Support Engineer - Network, Security (Multiple Locations) in Cincinnati, OH at Presidio, Inc.

Date Posted: 4/4/2019

Job Snapshot

Job Description

 Presidio is a leading North American IT solutions provider focused on Digital Infrastructure, Cloud and Security solutions to create agile, secure infrastructure platforms for middle-market customers. We deliver this technology expertise through a full life cycle model of professional, managed, and support services including strategy, consulting, implementation and design. By taking the time to deeply understand how our clients define success, we help them harness technology advances, simplify IT complexity and optimize their environments today while enabling future applications, user experiences, and revenue models. As of June 30, 2018, we serve approximately 8,000 middle-market, large, and government organizations across a diverse range of industries. Approximately 2,900 Presidio professionals, including more than 1,600 technical engineers, are based in 60+ offices across the United States in a unique, local delivery model combined with the national scale of a $2.8 billion dollar industry leader. We are passionate about driving results for our clients and delivering the highest quality of service in the industry. Presidio is majority owned by affiliates of investment funds managed by affiliates of Apollo Global Management, LLC (NYSE:APO).

Presidio is a successful technology solutions provider that provisions hardware, software, services and support for customers throughout the United States. We partner with a team of industry leaders including Cisco, EMC, NetApp and VMware. As a Cisco Gold Certified Partner with a Master UC Specialization and Cloud Builder Badge, Presidio has achieved some of the highest partner certifications.

Although certifications and leading technology solutions are important, the key to our success is our constant focus on customer satisfaction. As a result of our customer focus, Presidio has achieved Cisco’s Customer Satisfaction Excellence Award for several consecutive years.

This position is for entry to mid-level technicians who are willing to learn new and exciting technologies. (no travel)

You can be based in either Carmel, IN;  Milwaukee or Madison, WI;  Cleveland, Columbus or Cincinnati, OH; Minneapolis or Mankato, MN; Chicago, Springfield or Peoria, IL; Detroit or Caledonia, MI 

As a member of the customer support team, you will be expected to answer, respond and resolve calls, emails and customer portal tickets. The types of service calls include assistance with a single user IP phone problem, configuration setups (utilizing administration tools or to restore service).

Performance is measured by Customer Satisfaction scores, queue availability and service tickets completed within standard SLA’s. These are reported and reviewed on a monthly basis. Personal development and be goals are also established per individual.

Key Responsibilities:

  • Troubleshoot client network and application issues via phone and remote access
  • Perform warranty and maintenance equipment replacement at client sites
  • Utilize resources to analyze and resolve problems
  • Respond to customer service calls and emails in agreed upon timeframe, troubleshoot and repair problems as necessary
  • Manage service tickets that are assigned to your personal queue
  • Provide system administration training to clients
  • Mentor associate level team members
  • Stay current with latest hardware and software versions
  • Other duties as assigned

Required Skills:

  • High school degree or equivalent. College Degree preferred.
  • 3 months-2 years of training, academic and/or work experience with Cisco networking equipment
  • Experience with Palo Alto and/or Fortinet.  Cisco ASA is a plus
  • Experience with Cisco or Juniper data center switching/routing is a plus 

  • Experience working Cisco ISE, Firepower, Palo Alto Traps, and/or AMP for Endpoints is a plus

  • Familiarity with Cisco CLI

  • Understanding of LANs and WANs
  • Understanding of TCP/IP and the OSI model
  • Familiar with Cisco call center technologies is a plus
  • IP Telephony troubleshooting and knowledge is a plus
  • Strong communication and customer service

  • Strong written and oral communication skills
  • Ability to travel as needed
  • Self-motivated and desire to succeed

Physical Demands & Work Environment

While performing the duties of this position, individuals may be required to stand for extended periods of time using handheld equipment and power tools. This position also requires the ability to spend time walking, standing, and touring medical and other facilities. May lift and carry up to 50lbs. May encounter frequent climbing of stairs and ladders.

#CB_JM

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Presidio, Inc. 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, or any other characteristic protected by applicable federal, state and local statutes, regulations and ordinances.

To read more about employment discrimination protections under federal law, please visit: https://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.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, Inc. 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 

RECRUITMENT AGENCIES PLEASE NOTE: Presidio has a strict PSL in place and will only accept applications from agencies/business partners that have been invited to work on this role through the Presidio portal.  Candidate Resumes/CV's not submitted through the Presidio portal or submitted directly to Hiring Managers will be considered unsolicited and will be treated as gifts and no fee will be payable. Thank you for your cooperation