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MACD Engineer (Orlando, FL) in Orlando, FL at Presidio, Inc.

Date Posted: 2/28/2018

Job Snapshot

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 or follow us on Twitter @Presidio.
The MACD Engineer will be responsible for implementing moves, adds, changes and deletes (MACDs) on Cisco UC platforms, keeping detailed record of these within a ticketing system and communication of changes to the customer.
The engineer will be responsible for the daily configuration, administration, and maintenance of Cisco Voice, Video, and Contact Center (UCCX) platforms. Pertaining to these activities, you will be responsible for the following daily activities:
  • Adhere to the unique special procedures outlined for every customer.
  • Track all relevant communication and documentation in the ticketing system.
  • Track any and all changes via provided change management policy.
  • Manage & maintain both a personal ticket queue and overall
  • This position is located at one of Presidio NOCs in a 7x24x365 support environment - Flexibility in scheduling is a needed.
  •  Ability to assume additional responsibilities as business dictates.
In addition, MACD engineers will work with the customer to create standardized, custom change documentation to ensure Presidio meets expectations. The role will frequently work with Tier 1 technicians to discuss scope, take ownership of escalated requests or general knowledge transfer.
    • Performing MACDs on Cisco UC platforms. Some troubleshooting may be required to successfully complete the request. (50%)
    • Tracking and administering change management policy (10%)
    • Ticket management: this includes documentation of work performed, follow up with customers and information gathering process to complete the MACD request (25%)
    • Reading customer specific procedures and documentation (10%)
    • Customer appointments, projects, meetings, etc (5%)
Required Skills
Job Requirements:
  • We seek a Bachelor’s degree or equivalent experience and/or military experience
  • We seek experience with SSH Terminal applications (e.g. SecureCRT, Putty, SuperPutty, etc)
  • Prior experience with user related changes on CUCM and Unity
  • Previous experience with enterprise ticketing systems
  • Flexibility around working hours as we are working in a 24/7 environment.  Some holiday hours may be required. 
  • We ideally seek the following certifications: 
    • CCNA Collab 210-060 & 210-065
    • CCNP Voice
    • ITILv3 Foundation
  • Experience with SecureCRT and port forwarding
  • Experience with ServiceNow &/or Remedy
  • Experience with agent related changes on UCCX and UCCE
  • One plus years’ experience maintaining, utilizing, and troubleshooting Cisco UC Platforms
  • One plus years’ experience maintaining, utilizing, and troubleshooting Cisco Voice Platforms
  • One plus years’ experience maintaining, utilizing, and troubleshooting Cisco Telepresence Platforms (Preferred)
  • One plus years’ experience maintaining, utilizing, and troubleshooting Cisco Network Platforms (Preferred)
 Additional competencies required:  Physical Requirements
  • May involve extensive periods of standing, walking, bending, sitting, use of electronic tools and equipment, and lifting small to large boxes and electronic equipment.
  • A drive for Achievement and Effort, Adaptability/Flexibility, Attention to Detail, Analytical Thinking, Teamwork, Dependability, Initiative, Integrity, Persistence, Stress Tolerance.
RECRUITMENT AGENCIES PLEASE NOTE, we have a strict PSL in place and we 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 our portal or submitted directly through to managers or HR will be considered unsolicited and will be treated as gifts and no fee will be payable. We thank you for your cooperation in this matter. 
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:
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
Presidio, Inc. is a VEVRAA Federal Contractor requesting priority referrals of protected veterans or its openings.  State Employment Services, please provide priority referrals to