Delivery Center Engineer

Presidio, Inc. Irving , TX 75061

Posted 3 months ago

Summary of Position:

The Engineer position is a team member responsible for monitoring and managing customer internal infrastructures and their platforms under direct supervision of the Engineering Manager. The engineer will be the primary point of contact for all incidents assigned to them and retain ownership until resolution unless otherwise advised. The position is subject to shift work and a candidate would be expected to move to different shifts as needed. The Engineer 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.

Major Responsibilities:

  • Troubleshoot client device and application issues via phone and remote access.

  • Oversees the day-to-day operation of various engineering solutions including hardware/software support, training, and special projects.

  • Provide feedback to management on process improvements and areas of concern.

  • Maintains excellent communication with NOC team on all tasks and projects. Responsible for communicating with customers, peers, team and managers regarding incident and change management. Creates and maintains good technical documentation.

  • Provides emergency on-call support on a rotating schedule.

  • Be available while on-shift through several different venues Instant Messaging, phone, emails and any new and acceptable methods of communication as deemed appropriate.

  • To carry out testing of new features, and functionality as required and to help develop plans to implement and verify that they are operating correctly in the live network.

  • To troubleshoot and resolve equipment, configuration and affected problems and to track vendor support cases through to problem resolution on production issues.

  • Support ongoing efforts in defining best practice policies for all supported products and submitting these into the Knowledge Base.

  • The engineer will be expected to develop additional skills in other products as business needs dictate.

  • Effective communication amongst the team and with other engineering verticals and management.

  • Respond to customer service calls and emails in agreed upon timeframe.

  • Manage service tickets that are assigned to your personal and team queue.

  • A firm understanding of teamwork and ability to follow all procedures and documentation as defined and provided by management.

  • Other duties as assigned.

Technology/Area of Specialization:

  • Network Engineers will have advanced knowledge of routing, switching and network security concepts and technologies

  • Network Engineers will assess network performance to ensure that the business needs of our clients are met.

  • Network Engineers will make recommendations to improve network performance, resolve software and hardware issues, and mitigate security risks.

  • Network Engineers will have and maintain industry standard certifications at a professional level.

  • examples: Cisco CCNP Routing and Switching, Palo Alto PCNSE

Basic Knowledge, Skills, and Abilities:

  • Customer service skills and client focus

  • Strong communications skills including the ability to communicate technical information in using non-technical language

  • Previous experience or aptitude to be successful in an Operations capacity

  • Good problem-solving skills

  • Excellent interpersonal skills

  • Comprehensive verbal and written communication skills

  • Ability to remain calm and courteous in periods of stress

  • Ability to work on several problems simultaneously

  • Ability to work with broad range of experience levels

  • Maintaining complex operational processes

  • Handling and Escalating highly impacting operational issues to upper Management and/or 3rd party vendor escalation

Required Skills:

  • 2+ years working in a Network Operations Center

  • 2+ years' experience troubleshooting infrastructure devices applicable to engineering vertical

  • A drive for Achievement and Effort, Adaptability/Flexibility, Attention to Detail, Analytical Thinking, Teamwork, Dependability, Initiative, Integrity, Persistence, Stress Tolerance.

  • Cisco or other vendor certifications pertinent to the engineering vertical.

  • A history of successfully managing and operating multi-vendor environments.

  • Strong interpersonal skills and expert level relationship management abilities showcasing the ability to work well with many levels of client engineering and management.

  • The ability to function in a team environment and recognize and take on tasks with self-direction.

  • Passion to continue learning and expanding your knowledge.

Competencies Required:

A drive for Achievement and Effort, Adaptability/Flexibility, Attention to Detail, Analytical Thinking, Teamwork, Dependability, Initiative, Integrity, Persistence, Stress Tolerance.

Physical Requirements

May involve extensive periods of standing, walking and sitting.

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, 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.


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Delivery Center Engineer

Presidio, Inc.