The RoleThe Engineer, Platform tooling role is a team member responsible for managing and maintaining Managed Services monitoring 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 Engineer will be expected to interact with peers and management via phone, IM, video, and email to ensure internal issues are resolved per defined SLA's while documenting all actions and communication in the ticketing system, ServiceNow.
Travel Requirements:This is a remote role which will be situated in the Continental US. Associated travel is 5%.
Responsibilities Include:- Troubleshoot issues around monitoring devices from the viewpoint of the platform(s): SNMP, WMI, SYSLOG, API, ETC...
- Oversees the day-to-day operation of our internal and client facing monitoring solutions including software support, threshold adjustments, customizations and special projects.
- Understand business drivers and utilize time and availability to deliver fast and accurate outcomes within the toolset(s).
- Manage time effectively and can prioritize efforts under pressure.
- Provide feedback to management on process improvements and areas of concern.
- Responsible for communicating with clients, 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 configuration, customizations 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 clients, team and with other engineering verticals and management.
- Manage service tickets/tasks that are assigned to your personal and team queue.
- Able to create documentation and define services/capabilities in clear and concise language that is easy to read for non-technical resources.
- Other duties as assigned
Required Skills and Professional Experience:- Bachelor's degree or the equivalent work experience and/or military experience
- 2-3 years' experience working in an Operations role
- 1+ year of experience working with LogicMonitor
- Basic understanding of networking protocols: including TCP, UDP, IP Addressing, Routing and Switching, VLANs and Firewalls
- Technical understanding of VMware ESXi from a monitoring perspective
- Technical understanding of enterprise networking from a monitoring perspective
- Technical understanding of storage solutions from a monitoring perspective
- Working knowledge of Microsoft Windows and *nix operating systems
- Continuously develop technical skills to gain mastery with the established toolchain and stay current with new services and technologies
- Scripting with Groovy
- Experience with system monitoring and analytics platforms, e.g. Nagios, NetXMS, DataDog, New Relic, AppDynamics, Prometheus, Grafana, LogicMonitor, Cribl or comparable tools is a plus
Additional Desired Skills and Professional Experience: - Experience in Cribl Stream
- The ability to successfully manage and operate in multi-vendor environments.
- Handling and escalating highly impacting operational issues to upper Management and/or 3rd party vendor escalation
- 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
- Customer service skills and client focus
- Strong communications skills including the ability to communicate technical information in using non-technical language
- Cisco or other vendor certifications pertinent to the engineering vertical, preferred
- 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
Applications will be accepted on a rolling basis.
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.
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