Engineer, Microsoft-Managed Services
CDW
full-time
Posted on:
Location Type: Remote
Location: Remote • Arizona, California, Oregon, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $69,000 - $106,380 per year
Job Level
Mid-LevelSenior
Tech Stack
AzureLinuxUnix
About the role
- 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.
- Provide technical solutions to complex hardware/software problems.
- Identify and communicate potential opportunities for cross-selling to the sales team.
- Provide high quality content deliverables using the appropriate document templates.
- Ability to follow through with tasks, projects, and troubleshooting.
- Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
- Handles several tasks simultaneously (i.e.: 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.
- 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.
- 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.
Requirements
- 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.
- Strong knowledge of Microsoft support in Endpoint management: SCCM / Intune.
- Professional experience to include customer service, requirements gathering, task execution, problem solving, sound judgement around crisis escalation.
- Professional experience in IT dealing with one or more infrastructure solutions supported by the Managed Services practice (Networking Infrastructure, Enterprise Storage, Mainframe, Midrange, Windows, and/or Unix/Linux systems, virtualization technologies, monitoring infrastructure, databases, and/or security tools).
- Ability to establish customer trust and confidence in the CDW Managed Services knowledge of and concern for customers’ business needs.
- History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines.
- Strong organizational, analytical, and problem-solving skills.
- Customer Service focused and a high level of professionalism.
- Ability to consistently follow policies and procedures.
- Strong communication and documentation skills.
- Excellent verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders.
- Ability to prioritize work and handle multiple tasks simultaneously in a fast paced, diverse, and growth-oriented environment.
- Demonstrates ability to work independently and be self-sufficient
- Ability to work as a team and provide guidance, mentorship, and support of peers.
- Must know when to ask for assistance.
- Must be approachable, teachable, a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment.
- Must have good time management skills and be able to meet rigid and urgent assignment schedules.
- Ability to understand, remember, and apply oral and/or written instructions or other information.
- Ability to organize thoughts and ideas into understandable terminology.
- Ability to apply common sense in performing job.
- Ability to understand and follow basic instructions and guidelines.
- Ability to travel as needed.
- Demonstrates ability to develop strong customer relationships and trust to secure future business.
- Demonstrates ability to achieve high levels of customer satisfaction.
- Microsoft Certifications such in Azure, M365 or Exchange, a plus.
- Managed Services Experience, a plus.
Benefits
- Annual bonus target of 10% subject to terms and conditions of plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Microsoft supportEndpoint managementSCCMIntuneM365AzureExchangeNetworking InfrastructureEnterprise StorageUnix/Linux systems
Soft skills
communicationproblem-solvingorganizational skillsanalytical skillscustomer servicetime managementteamworkmentorshipadaptabilitytrust-building
Certifications
Microsoft CertificationsAzure certificationM365 certificationExchange certification