Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs.
Follow 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.
Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met.
Participate and lead various client projects intended to continually improve/upgrade technology infrastructures.
Provide technical solutions to complex hardware/software problems.
Conduct throughput analysis, problem solving, root cause analysis, and infrastructure planning.
Identify and communicate potential opportunities for cross-selling to the sales team.
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.

Requirements

Bachelor’s degree and 3 years in applicable Storage Solution; OR 7 Years total IT Engineering Experience, including 3 years of NetApp or Pure Storage support experience.
NetApp Certified Data Administrator (NCDA) or equivalent preferred or obtain within 1 year.
Expertise in NetApp ONTAP, FibreChannel SAN architecture, design, implementation, and migration.
Understanding of NAS environments; user/group resolution, identity mapping, and permissions enforcement.
Experience with SnapMirror.
Experience with customer service, requirements gathering, problem-solving, and crisis escalation.
Experience with one or more infrastructure solutions: Networking, Enterprise Storage, Mainframe, Midrange, Windows/Unix/Linux, virtualization, monitoring, databases, or security tools.
Strong organization, analytical, and communication skills (verbal and written).
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Self-sufficient, team-oriented, and able to mentor peers.
Strong time management and ability to meet deadlines.

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

NetAppPure StorageNetApp ONTAPFibreChannel SANSnapMirrorNAS environmentsWindowsUnixLinuxvirtualization

Soft skills

customer serviceproblem-solvingcrisis escalationorganizationanalytical skillscommunication skillstime managementability to prioritizeteam-orientedmentoring

Certifications

NetApp Certified Data Administrator (NCDA)