Hybrid Engineer, Networking – Smart Hands, Managed Services

at CDW

• Job title: Engineer, Networking – Smart Hands, Managed Services
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $64,000 - $106,400 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Virtual, United States

About the role

• Manage and maintain IT infrastructure environments including data storage and virtualized systems for Managed Services customers. Provide on-site Smart Hands support while ensuring high levels of system availability and security.

Responsibilities

• Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs
• Provides on-site support (Smart Hands support) for remote equipment maintenance, changes and installation.
• Duties may include data center operational activities, patching, data closet support, remote site support (urgent care clinics, satellite clinical facilities, etc.), wireless access point support, break/fix support, vendor coordination, and connectivity support.
• 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 after-hours, weekends and holidays.
• 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 management.
• 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 and other key stakeholders 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.
• 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 of IT infrastructure experience, OR 7 years total IT engineering experience, including 3 years of IT infrastructure engineering experience.
• Demonstrated knowledge of various technologies.
• Demonstrated basic network problem determination and resolution skills.
• Ability and drive to further technical education through achieving certification and training plans specific to relevant technologies.
• Ambition and desire to obtain role specific certifications.
• 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.
• Ability to perform basic root cause analysis.
• 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, including senior leadership.
• 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 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.
• Demonstrates and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
• Experience with various Monitoring and ticketing systems, a plus.
• Experience in a large data center environment, a plus.
• 2 Years Managed Services Experience, a plus.
• Currently holds certifications in primary area of technical expertise, a plus.
• Demonstrated knowledge of Cisco hardware, Firewall Hardware, Nexus Hardware, Multi-vendor Hardware and Microsoft programs, a plus.

Benefits

• Annual bonus target of 10% subject to terms and conditions of plan