Technician

Presidio, Where Teamwork and Innovation Shape the Future AtPresidio, we're at the forefront of a global technology revolution, transforming industries throughcutting-edge digital solutions and next-generation AI. We empower businesses-and their customers-to achieve more through innovation, automation, and intelligent insights.

The Role
In the Presidio Technician role, you will be responsible for the day-to-day operational support and co-management of customers' IT environments. The daily activities include managing service tickets, responding to customer calls, resolving technical issues, and proactively identifying and addressing potential problems. Additionally, they will monitor system alerts, maintain and optimize managed services tools, and document any changes or updates within customer environments. This individual regularly communicates with team members and leadership to share insights, escalate issues, and report customer feedback.

**Please note: This role is a 2nd shift opportunity that will cover the 4:00pm - 1:00am ET shift with flexibility for other shifts.

Responsibilities include:

• Operational co-management of customers' IT infrastructure and user environments
• Daily queue management to ensure tickets are worked, updated, and resolved according to documented processes
• Taking customer and end user calls via Managed Service's phone queue
• Work reactive and/or proactive tickets
• Participate in problem management and seek opportunities for proactive services
• Create and generate tickets when tasks and actions are identified. Escalate and/or complete work
• React, investigate, and remediate warning alerts and data in customer environments
• Document changes in customer environment or maintenance schedule in appropriate Knowledge Base(s)
• Participate in administration, maintenance, and/or optimization of Managed Services tools
• Participate in continual education in technology verticals) to stay in sync with tech advancements, changes, and updates to Standards
• Participate in on call rotations
• Effectively communicate information to responsible individuals at proper intervals:
  
  
  
  • Business Alignment - all technical findings, analysis results, opportunities uncovered, and recommendations
  • Managed Services Team - updates, knowledge share, of any and all kind
  • Managing Consultant - daily: commendations from customers, escalations, customer satisfaction issues or challenges
  
  
  
  
• Execute tasks assigned by Managing Consultant and/or Managers

Required Skills and Professional Experience:

• Bachelor's degree or equivalent experience and/or military experience
• Overall 1- 4 years of experience in NOC / IT Help Desk response
• 1-4 years of experience with the following preferred:
  
  
  
  • NOC or IT helpdesk response for alert-based events and incidents
  • Opening and escalating cases with ISPs
  • Troubleshooting from monitoring tools
  • Taking users support calls
  • Active Directory/Entra ID management
  • Following knowledge base articles to resolve incidents
  • Microsoft OS patching
  
  
  
  
• Has experience working in IT operations environment from an ITSM, PSA and/or ticketing tool
• Understands and can follow service management methodology such as ITIL

Preferred Skills and Professional Experience:

• Organized and able to work independently
• Strong communicator internally and externally
• Documentation skills re searching and updating
• Professional approach to work and customers
• Bachelor's Degree or equivalent experience and/or military experience

Your future at Presidio
JoiningPresidiomeans stepping into aculture of trailblazers-thinkers, builders, and collaborators-who push the boundaries of what's possible. With our expertise inAI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here,your impact is real.Whether you're harnessing the power ofGenerative AI, architecting resilientdigital ecosystems, or drivingdata-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio
At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com.

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Applications will be accepted on a rolling basis.

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 recruitment@presidio.com 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 recruitment@presidio.com.

Notice to Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes/CVs.

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