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 internal customers - to achieve more through innovation, automation, and intelligent insights. The Role: Presidio is seeking an Engineer, Managed Services Virtualization to join our team in a remote capacity. The Engineer 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. Key Responsibilities: - 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 projects. - Provide feedback to management on process improvements and areas of concern. - Maintain excellent communication with NOC team on all tasks and projects. Communicate with customers, peers, team, and managers regarding incident and change management. Create and maintain 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. - 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. - Collaborate efficiently 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. Required Skills: - Excellent customer service skills and client focus - Strong communications skills including the ability to communicate technical information using non-technical language - Strong problem-solving skills - Ability to maintain complex operational processes - Capable of handling and escalating highly impacting operational issues to upper Management and/or 3rd party vendor escalation - Technical understanding of enterprise networking and virtual network technologies - Experience with the one or more of the following: VMware ESXi, VMware SRM, PowerCLI, and/or vSphere SDKs, Cisco UCS, Cisco Nexus switching, Dell VxRail, Cisco Hyperflex, and Nutanix - Experience with block level and file level storage protocols, SAN switching, and enterprise storage arrays and replication technologies - Technical understanding of TCP/IP and the OSI model - Technical understanding of software defined storage solutions - Technical understanding of traditional and virtual backup solutions - Network and server troubleshooting experience Additional Desired Skills: - Cisco Hyperflex, Nutanix AHV, and Dell VxRail expertise are a plus - VMware VCP, Nutanix NCP, Vendor storage certifications (EMC/NetApp) are preferred; ability to obtain within one year is required - Previous experience or aptitude to be successful in an Operations capacity - 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 Education and Experience: - Bachelor’s Degree or equivalent work experience and/or military experience - 5+ years of hands-on experience with virtualized compute and storage infrastructure Your future at PresidioJoining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise 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 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, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit Applications will be accepted on a rolling basis. Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve. Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories. The "Know Your Rights" Poster is available here: https://www.eeoc.gov/poster Presidio EEO Policy Statement is available here: https://www.presidio.com/careers Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to recruitment@presidio.com and let us know the nature of your request and your contact information. Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to. Notice of 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 career's email address, Presidio employees or any other means. Presidio is not responsible for any feeds related to unsolicited resumes/CVs.