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PMN Technician -Technician, Managed Services Ops. (Orlando, FL/ Irving, TX) in Irving, TX at Presidio, Inc.

Date Posted: 3/28/2019

Job Snapshot

  • Employee Type:
  • Location:
    Irving, TX
  • Job Type:
  • Experience:
    At least 1 year(s)
  • Date Posted:

Job Description

WE’RE HIRING! We are actively hiring talented PMN Technicians for our Irving, Texas and Orlando, FL locations. It is a very exciting time to join the largest and most dynamic IT Solution Provider in the Country! 

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).


Job Summary:

  • Purpose:  The Managed Services Operations Technician is a team member responsible for monitoring and managing customer networking, datacenter, security and collaboration platforms.
  • Scope: This position will work on the Managed Services Operations team as a Technician focusing on network, voice and/or datacenter technologies, under the direct management of the Managed Services Center Operations Manager, Orlando. The technician will be the primary point of contact for all incidents into the MSC. The position is subject to shift work and a candidate would be expected to move to different shifts as needed. The candidate 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.

Job Responsibilities:

  • The Managed Services Operations Technician will be responsible for the monitoring and management of network, datacenter, security and voice technologies. This includes but is not limited to Cisco, VMWare, Palo Alto, Juniper, F5, HP, NetApp and other associated technologies.
  • Provides remote hardware/software support; documentation, support logs and other related information throughout triage process.
  • Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
  • Interacts and works directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates and drive incidents to resolution often collaborating between more than one group at a time.
  • Interacts with telecommunication, hardware and software vendors and operates on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
  • Maintains excellent communication with the Managed Services Operations Manager and supervisors on all tasks and projects. Responsible for communicating with customers, peers, team and managers regarding incident, request and change management. Creates and maintains good technical documentation.
  • Uses monitoring tools to investigate potential issues or respond to monitoring events, this includes Zenoss, Nimsoft, Prognosis and EMC Smarts.

Required Skills:

  • High School Diploma/GED or Bachelor’s degree and/or military experience.
  • 1+ years work or education experience maintaining, utilizing, and troubleshooting Cisco IOS
  • 1+ years work or education experience utilizing a ticketing system such as Remedy, ServiceNow
  • Possesses leadership qualities and works directly with customers to ensure customer satisfaction.
  • Strong client-facing skills, assertiveness, strong communications skills, leadership and self-starter.
  • Strong troubleshooting skills to respond to monitoring events and quickly triage impact and identify next steps to drive resolution.
  • Excellent verbal and written communication skills.
  • Ability to work independently when assigned a task and follow it through to completion.
  • Ability to make sound, quick decisions to recover application availability to customers.
  • Ability to work in a team and independently fix issues with little or no supervision.
  • Detail and process oriented individual.
  • Ability to work in fast paced environment.
  • Ability to work in a 24 x 7 NOC environment to support customers’ needs.

Preferred Skills & Certifications:

  • 1+ years’ work or education experience using network monitoring tools such as Nimsoft, Zenoss, Prognosis, EMC Smarts
  • 1+ years’ work or education experience maintaining, utilizing, and troubleshooting voice platforms
  • 1+ years’ work or education experience maintaining, utilizing, and troubleshooting datacenter platforms
  • Hands-on work or education experience working routing protocols MPLS, Multicast, GRE, VoIP, HSRP, QoS, L2 switching, etc.
  • Certifications:
    • CCNA
    • CCNP
    • ITILv3 Foundation


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 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 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