Engineer, Managed Services UC

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

The Role
As a Engineer with Presidio, you will be 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.

The associated shift for this role will be Friday through Monday, 9:00 a.m. – 7:00 p.m. ET.

Travel Requirements:

This role will be remotely based in the Continental United States.  The role will require 5% travel.

Responsibilities Include:

• Troubleshoot client device and application issues via phone and remote access 
• Oversee the day-to-day operation of various engineering solutions including hardware/software support, training, and special project 
• Provide feedback to management on process improvements and areas of concern 
• Maintain 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 
• Provide 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 
• 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 
• 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 
• Develop additional skills in other products as business needs dictate 
• Provide 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 
• Ability to follow all procedures and documentation as defined and provided by management 
• Other duties as assigned       

Required Skills And Professional Experience:

• Bachelor’s degree or equivalent work experience and/or military experience
• 5-7 years' experience in UC Collaboration
• 3+ years' experience working in a Network Operations Center
• 3+ years' experience troubleshooting infrastructure devices applicable to engineering vertical
• Cisco or other vendor certifications pertinent to the engineering vertical 
• Ability to successfully manage and operate multi-vendor environments 
• Strong interpersonal skills and relationship management abilities – showcasing the ability to work well with many levels of client engineering and management 

Additional Desired Skills:

• Strong customer service skills and client focus
• Strong communications skills (written and verbal) 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
• Ability to remain calm and courteous in periods of stress
• Ability to work on several problems simultaneously
• Maintaining complex operational processes
• 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
• Ability to handle and escalate highly impacting operational issues to upper Management and/or 3rd party vendor escalation·        

Technology/Area Of Specialization:

• Knowledge and understanding of Cisco IOS and IOS-XE configuration and operation
• Knowledge and understanding of Cisco UCS - Unified Communications Server
• Knowledge of the following Cisco Unified Communications applications:
• Knowledge and understanding of Cisco CUBE and analog voice gateways
• Knowledge and understanding of AudioCodes SBCs
• Knowledge and understanding of Oracle SBCs
• Knowledge and understanding of Cisco cloud technologies
• Knowledge and understanding of Microsoft Teams Calling
• Knowledge and understanding of Zoom Contact Center
• Knowledge and understanding of VMware ESXi
• Knowledge and understanding of call routing configuration and troubleshooting
• Knowledge and understanding of Cisco Expressway
• Knowledge of Cisco Video Conferencing and Telepresence
• Knowledge of the following protocols:
• Knowledge of IP protocols including:
• CCNP Collaboration strongly preferred·
• Cisco Unified Communications Manager
• Cisco Contact Center Express
• Cisco Attendant Console
• Cisco Unity Connection
• Cisco Unified Presence
• Cisco Emergency Responder
• Cisco Expressway
• Webex Calling
• Cloud Connected UC
• Dedicated Instance
• VoIP, messaging, H.225, H.245, H.323 and SIP
• TCP, UDP, RTP, SCCP, MGCP

Your future at Presidio
Joining Presidio means stepping into a culture of trailblazers—thinkers, builders, and collaborators—who push the boundaries of what’s possible. With our expertise in AI-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 of Generative AI, architecting resilient digital ecosystems, or driving data-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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