M+E Technology Job Board

Engineer, Managed Services Monitoring

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  • Full Time
  • Remote


Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers’ customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it’s our people that make the connections happen.

WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading a global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

THE ROLE: Monitoring Engineer

Job Summary:

Presidio is seeking a Monitoring Engineer to join our team in a remote capacity. The Monitoring Engineer position 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 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 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 position does not require any travel. This is a remote role (within the Continental US).

Job Responsibilities:

Utilize LogicMonitor to assist with provisioning automation, establishing dashboards, and other duties as defined.
Troubleshoot and resolve equipment and configuration issues around monitoring a device via SNMP, WMI, SYSLOG, etc. and track vendor support cases through to problem resolution on production issues.
Oversee the day-to-day operation of various monitoring solutions including hardware/software support, training, and special projects.
Perform periodic maintenance of multiple monitoring solutions using the vendors established best practices.
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.
Utilize change management for impactful updates, changes, etc. inside the various monitoring solutions.
Provide feedback to management on process improvements and areas of concern.
Provide emergency on-call support on a rotating schedule.
Be available while on-shift through several different venues – Instant Messaging, phone, email and any new and acceptable methods of communication as deemed appropriate.
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.
Manage service tickets that are assigned to your personal and team queue.
Other duties as assigned.

Required Skills:

Basic understanding of networking protocols: including TCP, UDP, IP Addressing, Routing and Switching, VLANs and Firewalls
Basic network and server troubleshooting experience
Technical understanding of VMware ESXi
Technical understanding of storage solutions
Working knowledge of Microsoft Windows and *nix operating systems
Experience with system monitoring and analytics platforms, e.g. Nagios, NetXMS, DataDog, New Relic, AppDynamics, Prometheus, Grafana, LogicMonitor, or comparable tools is a plus
Strong interpersonal skills and expert level relationship management abilities – showcasing the ability to work well with many levels of client engineering and management
Passion to continue learning and expanding your knowledge
Strong communications skills (written and verbal) including the ability to communicate technical information in using non-technical language.

Additional Desired Skills:

Strong Customer service skills and client focus.
Previous experience or aptitude to be successful in an Operations capacity.
Good problem-solving skills.
Ability to work on several problems simultaneously.
Ability to work with broad range of experience levels.
Ability to create documentation and define services/capabilities in clear and concise language that is easy to read for non-technical resources.
Understand business drivers and utilize time and availability to deliver fast and accurate outcomes within the monitoring toolset.
Maintaining complex operational processes.
A solid understanding of teamwork and ability to follow all procedures and documentation as defined and provided by management.
Manage time effectively and have the ability to prioritize efforts under pressure.
Handling and escalating highly impacting operational issues to upper Management and/or 3rd party vendor escalation.
Programming/scripting with Python, PowerShell, Groovy, and/or Bash

Education and Experience:

Bachelor’s Degree or the equivalent work experience and/or military experience.
2+ years’ experience working in an Operations role previously.
1+ years working in LogicMonitor
A history of successfully managing and operating multi-vendor environments.
The ability to function in a team environment and recognize and take on tasks with self-direction.