Technician (USA Remote, MST/PST)

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

Presidio Technician 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, you 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 for a 3rd shift opportunity that will cover the 12am EST-9am EST shift**

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

• 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 and IT staff support calls
  • Following knowledge base articles to resolve incidents
  • Microsoft OS patching
  • IT Generalist, understanding of network connectivity as well as compute technologies
  
  
  
  
• 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

• Night-owl, thrives in the after-hour space
• 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

Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.

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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