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Delivery Center Engineer in Rosemont, IL at Presidio, Inc.

Date Posted: 11/10/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Rosemont, IL
  • Job Type:
  • Experience:
    At least 2 year(s)
  • Date Posted:
    11/10/2018

Job Description

At Presidio, we think, architect, implement and support the practical reality of IT every day.  We bring together the best minds in the industry to deliver IT excellence and support the answers to our clients’ IT challenges.  As one of the largest IT-as-a-Service solution providers in the U.S., we combine experience and stability with regional expertise and the unique ability to cover local and global business needs. For more information about Presidio visit our website at www.presidio.com.

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), unable to connect to Wireless Access Points, or troubleshooting an entire network down issue. The volume of new service tickets is 10-30 per day and shared across the entire team. An individual’s queue would contain 5-20 service tickets at any given point.

This individual can be based in either Detroit, MI; Columbus, OH; Cleveland, OH; Cincinnati, OH Toledo, OH; Edina, MN; Waukesha, WI or Madison, WI.

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. To perform and succeed in this role, you will need exceptional consulting, communication and creative problem solving skills.

Presidio is a successful technology solutions provider that provisions hardware, software, services and support for customers throughout the Midwest. 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.

Key Responsibilities:

  • You will 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:
  • We seek a Bachelor’s Degree or equivalent experience and/or military experience
  • We seek CCNA certification.
  • 2+ years of hands on experience with Cisco networking equipment
  • Familiarity with Cisco CLI
  • Technical understanding of LANs and WANs
  • Technical understanding of TCP/IP and the OSI model
  • Network and/or PC troubleshooting experience
  • Working knowledge of Microsoft Windows operating systems
  • Strong written and oral communication skills
  • Ability to travel as needed
  • Self-motivated and desire to succeed
  • Familiar with Cisco call center technologies

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.

 *****

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.