Virtualization Engineer

Job Description: Engineer, Managed Services Virtualization## The Role Presidio is seeking an

Engineer, Managed Services Virtualization to join our team in a remote capacity. The Engineer is a vital team member responsible for monitoring and managing customer internal infrastructures and their platforms under the direct supervision of the Engineering Manager. As the primary point of contact for all assigned incidents, the Engineer retains ownership until resolution. This position is subject to shift work, and candidates are expected to rotate shifts as business needs evolve. The role requires regular interaction with customers, peers, and management via phone, instant messaging (IM), video, and email to ensure customer issues are resolved per contracted SLAs, with all actions meticulously documented in

ServiceNow . ## Key Responsibilities### Incident Management & Operations

• Ticket Ownership: Manage service tickets assigned to your personal and team queues within ServiceNow, retaining ownership until final resolution.
• Troubleshooting: Diagnose and resolve client device, application, equipment, and configuration problems via phone and remote access tools.
• On-Call Support: Provide emergency on-call support on a rotating schedule and maintain high availability during shifts across multiple communication channels (IM, phone, email).
• Vendor Escalation: Track 3rd-party vendor support cases through to problem resolution for complex production issues. ### Infrastructure Maintenance & Testing
• Day-to-Day Operations: Oversee various engineering solutions, including hardware/software support, user training, and special projects.
• Testing & Implementation: Carry out testing of new features and functionality; assist in developing verification plans to ensure smooth deployment in live production networks.
• Best Practices: Support ongoing efforts to define best practice policies for all supported products and submit validated fixes into the team Knowledge Base. ### Communication & Collaboration
• Team Alignment: Maintain proactive communication with the NOC team regarding ongoing tasks and projects.
• Stakeholder Updates: Keep customers, peers, and managers informed regarding active incident and change management activities.
• Documentation: Create and maintain comprehensive technical documentation and operational procedures. ## Qualifications & Requirements### Technical Skills
• Virtualization Ecosystems: Hands-on experience with one or more of the following: VMware ESXi, VMware SRM, PowerCLI, vSphere SDKs, Cisco UCS, Cisco Nexus switching, Dell VxRail, Cisco Hyperflex, or Nutanix.
• Storage Protocols: Solid understanding of block-level and file-level storage protocols, SAN switching, enterprise storage arrays, and replication technologies.
• Networking Fundamentals: Strong technical understanding of TCP/IP and the OSI model, alongside enterprise networking and virtual network technologies.
• Storage & Backup: Tactical understanding of software-defined storage solutions as well as traditional and virtual backup applications.
• Diagnostics: Proven network and server troubleshooting experience. ### Required Soft Skills
• Customer Focus: Excellent customer service skills with a dedicated client focus.
• Communication: Ability to translate complex technical information into clear, non-technical language for stakeholders.
• Process Adherence: A firm understanding of teamwork with the ability to closely follow operational processes and procedures defined by management.
• Escalation Management: Capable of identifying and escalating high-impact operational issues to upper management or vendor support. ### Preferred Qualifications
• Expertise: Specialized expertise in Cisco Hyperflex, Nutanix AHV, or Dell VxRail is a strong plus.
• Certifications: VMware VCP, Nutanix NCP, or Vendor Storage Certifications (EMC/NetApp) are preferred; the ability to obtain at least one within one year of hire is required.
• Aptitude: Prior experience operating successfully within a high-pressure NOC or Managed Services environment.
• Equanimity: Ability to remain calm, courteous, and multi-task effectively across a broad range of priority issues and customer personalities. ### Education & Experience
• Education: Bachelor’s Degree, equivalent work experience, or military experience.
• Experience: 5+ years of hands-on experience specifically managing virtualized compute and storage infrastructure. ## Cultural Fit: Who You Are
• You are Cloud-Ready: You are familiar with various aspects of cloud technologies and have successfully helped customers adopt public, private, and hybrid cloud models. You have advised on and architected solutions that involve industry-leading IaaS and PaaS solutions.
• You are a Great Listener: Our goal is to build solutions that last for years and continuously adapt to the changing needs of the industry. You listen closely to your customers, peers, and industry trends, remaining highly receptive to what the market needs.
• You are a Collaborator: You enjoy working with multi-cultural teams, both domestic and international, and find ways to get the best out of your people. You work seamlessly across a variety of roles including core development, design, operations, and support.
• You Believe in Continuous Learning: Things change constantly in our industry. You love to learn both the underlying technology and the business motivations of our customers, constantly finding new ways to improve our solutions and processes.
• You are Growth-Oriented: You are ready to contribute to rapid growth within a dynamic, agile, small company culture. Skills: managed services,customer,storage,virtualization,cloud,management,communication,cisco