Engineer Managed Services

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 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.
• 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.).
• Handle several tasks simultaneously (ie: pre-sales, troubleshoots, responds to emergencies).
• Communicate with Engineering Manager on all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
• Respond 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.
• Work directly with Project Managers to update project plans and communicate project status.
• Address and update customer incident tickets and change orders, providing internal management and customer account managers with status information.
• Work with account management personnel to participate in conference calls and perform tasks in support of the client relationship.
• As requested, assist in pre-sales support activity.
• Research and make 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.
• Attend training sessions, and obtain industry related certifications as determined by management.
• Adhere to time compliance and time entry guidelines.

What we expect of you: 

• 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.
• Ability to build customer trust and confidence in CDW Managed Services, as well as a demonstrated ability to develop strong customer relationships and achieve high satisfaction.
• 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.
• Approachable, teachable and committed to continuous learning.
• Strong time management and ability to meeting deadlines.
• Ability to follow policies and procedures consistently.
• Ability to understand and apply instructions, organize ideas, and use common sense in job performance.
• Ability to travel as needed.
• Commitment to CDW missions and values.
• Pure Storage Certifications such as FlashArray Storage Professional or FlashBlade Storage Professional, a plus.
• Experience with Pure FlashArray and FlashBlade, a plus.
• Managed Services Experience, a plus.

We make technology work so people can do great things.     

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.      

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.