Engineer-Microsoft

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

Job Summary  

The primary purpose of this position is to manage and maintain IT infrastructure environments for Managed Services customers, which may include, but are not limited to: Enterprise data storage systems, mainframe, midrange, Windows, and/or Unix/Linux systems and associated software; network infrastructure environments; virtualized systems, database systems, and security tools. This position will focus on the operational stability and maintenance of virtualized and physical infrastructure in customer and/or hosted data center environments.

What you will do:  

• Provide detailed and effective communication to internal and external customers.

• Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication

• Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met.  To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime

• Participate and lead various client projects intended to continually improve/upgrade technology infrastructures

• Review, create and execute test plans to meet project requirements for assigned components

• Provide technical solutions to complex hardware/software problems

• Design, plan and implement solutions using the latest technology

• Conduct throughput analysis, problem solving, root cause analysis, and infrastructure planning

• Identify and communicate potential opportunities for cross-selling to the sales team

• Provide high quality content deliverables using the appropriate document templates

• Ensure solution is implemented as designed to the customer’s satisfaction and approval

• Ability to follow through with tasks, projects, and troubleshooting

• Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management

• Perform scopes of work as detailed in implementation plans assigned (system builds, test plans, documentation, training, etc.)

• Handles several tasks simultaneously (ie: pre-sales, troubleshoots, responds to emergencies)

• Communicates with Engineering Manager on all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes)

• Responds to all customers professionally and courteously and relays any customer questions or concerns to manager

• Understand SLAs in a production environment and proactively strive to meet the commitments

• Collaborate and support cross-functionally with Customer Success, Project Management, R&D, and Sales.

• Develop, document, maintain and contribute to written proposals, technical documentation, procedures, templates, and training.

• Review assigned service requests daily, follow up and provide status updates to clients; ensure data pertaining to the status of service request is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog

• Works directly with Project Managers to update project plans and communicate project status

• Addresses and updates customer incident tickets and change orders, providing internal management and customer account managers with status information

• Works with account management personnel to participate on conference calls and perform tasks in support of the client relationship

• As requested, assists on pre-sales support activity

• Researches and makes recommendations on infrastructure products, services, and standards in support of procurement and development efforts.

• Mentor and support peers within your team and cross-functionally within CDW

• Attends training sessions, and obtains industry related certifications as determined by management

• Adheres to time compliance and time entry guidelines

What we expect of you: 

• Bachelor’s degree and 3 years Microsoft support experience, OR

• 7 years total IT engineering experience, including 3 years of Microsoft support experience with products such as M365, Azure, or Exchange.