Platform Tooling Engineer
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Job Description
Platform tooling engineer managing monitoring platforms, incidents, and ServiceNow tickets for Presidio’s managed technology services. Troubleshooting enterprise infrastructure and supporting client-facing solutions.
Responsibilities:
- Manage and maintain Managed Services monitoring platforms under direct supervision of the Engineering Manager
- Act as the primary point of contact for assigned incidents and retain ownership through resolution
- Interact with peers and management via phone, instant messaging, video, and email to resolve internal issues within defined SLAs
- Document all actions and communications in ServiceNow
- Troubleshoot monitoring-device issues involving SNMP, WMI, SYSLOG, APIs, and related platform technologies
- Oversee daily operation of internal and client-facing monitoring solutions, including software support, threshold adjustments, customizations, and special projects
- Deliver fast and accurate outcomes using the monitoring toolset
- Provide management feedback on process improvements and areas of concern
- Communicate with clients, peers, teams, and managers regarding incident and change management
- Create and maintain technical documentation
- Provide emergency on-call support on a rotating schedule
- Remain available while on shift through instant messaging, phone, email, and other approved communication methods
- Test new features and functionality and help develop implementation and verification plans for live-network operation
- Troubleshoot and resolve configuration, customization, and production issues
- Track vendor support cases through resolution
- Define best-practice policies for supported products and submit them to the Knowledge Base
- Develop additional product skills as business needs require
- Manage service tickets and tasks assigned to personal and team queues
- Define services and capabilities in clear language accessible to non-technical resources
- Perform other duties as assigned
Requirements:
- Bachelor’s degree or 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 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 and stay current with new services and technologies
- Scripting with Groovy
- Experience with system monitoring and analytics platforms such as Nagios, NetXMS, DataDog, New Relic, AppDynamics, Prometheus, Grafana, LogicMonitor, Cribl, or comparable tools is a plus
- Experience in Cribl Stream is desired
- Ability to manage and operate in multi-vendor environments
- Ability to handle and escalate highly impacting operational issues
- Strong interpersonal and relationship management abilities
- Ability to function in a team environment and take on tasks with self-direction
- Customer service skills and client focus
- Strong communication skills, including communicating technical information in non-technical language
- Cisco or other vendor certifications pertinent to the engineering vertical are preferred
- Good problem-solving skills
- Ability to remain calm and courteous under stress
- Ability to work on several problems simultaneously
- Ability to maintain complex operational processes
Benefits:
- Remote role situated in the Continental US
- 5% associated travel
- Rotating emergency on-call support
- Reasonable accommodations for applicants with disabilities
- Equal Opportunity Employer
- Protected veteran and disability-inclusive employment practices
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