Sr. Engineer-Managed Services-Collaboration/Unified Communications

at  CDW

Fueled by our shared passion and expertise, CDW delivers innovative technology solutions for our customers. We’re also committed to fostering an environment that embraces collaboration, celebrates integrity, inclusivity, and individuality, and paves the path for personal and professional growth. Experience a life in balance and join us on the journey forward.
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 ensures high levels of availability and security of the supported systems and business applications. This position will focus on the operational stability and maintenance of virtualized and physical infrastructure in customer and/or hosted data center environments.

• Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs
• Follows change control, incident response, and testing processes
• Understand and deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog
• 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 innovative technical solutions to complex hardware/software problems
• Design, plan and implement solutions using the latest technology
• Design and implement complex solutions, including automation and technology, to streamline processes and build efficiency.
• Develops reusable assets (templates, tools, etc.) for the Managed Services practice
• 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
• Serve as technical lead for customer engagements
• Ensure solution is implemented as designed to the customer’s satisfaction and approval
• Ability to follow through with tasks, projects, and troubleshooting
• Assist Professional Services team when required with client including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
• 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.)
• 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
• Tests, evaluates, and develops new products, offerings, and solutions
• Conducts training of customers and company employees in both formal and informal environments
• 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
• Actively participates in pre-sales activity
• As needed, acts as the technical lead for specific technologies
• Researches and makes recommendations on infrastructure products, services, and standards in support of procurement and development efforts.
• Mentor and support peers within the 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