CDW's vision is to be THE national provider of Managed Services. We will achieve this reputation by continuing to delight our customers and being the employer of choice for highly motivated and talented engineers. Engineers at CDW are responsible for the development and delivery of our Managed Services offerings. Engineers apply the necessary technical breadth to providing top level technical support services and operational leadership, including solution design and implementation, problem resolution, and technical change implementation for Managed Services clients. Engineers at CDW are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills.

Key Areas of Responsibility

• Provide technical troubleshooting to complex hardware/software problems.
• Understand and Deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog.
• Understand and follow the processes and procedures defined in the CDW ManS Standard Operating Procedures manual (SOP).
• Provide detailed and effective communication to internal and external customers.
• Clearly and concisely articulate problems and solutions for issues to clients both over the phone, virtually, via e-mail, and in person.
• Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met.
• Conduct throughput analysis, problem solving, and trouble shooting
• Provide high quality content deliverables using the appropriate document templates.

Primary Role

• As an Associate Engineer provide technical support for internal and external customers with support from Supervisors, Team Leads, or Technology Owners.
• Ability to follow through with tasks, projects, and troubleshooting with little supervision.
• Serve as technical point of contact on customer engagements, and internal projects.
• Handle several tasks simultaneously (ie: troubleshooting, maintenance, and responding to emergencies).
• Communicate with Engineering Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
• Respond to all customers professionally and courteously and relay any customer questions or concerns to manager.
• Demonstrate and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
• Assist in creating and documenting policies and procedures.
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Provide support to Customer Success Managers, Project Managers, and product developers.
• Review assigned service requests daily, following up and providing status updates to clients.
• Conduct yourself in a manner consistent with customer service expectations.

Education and/or Experience Qualifications

• Bachelor's degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field; equivalent experience acceptable
• Experience in planning, deployment and operational support of advanced technologies and applications
• Professional experience to include customer service, requirements gathering, task execution, problem solving, sound judgment around crisis escalation.

Required Qualifications

• Experience documenting and maintaining configuration and process information
• Capable of troubleshooting issues in a time sensitive manner, cognizant of required service levels.
• Ability to establish customer trust and confidence in the CDW Managed Services
• Knowledge of and concern for customers' business needs.
• Balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines.
• Critical attention to detail and solid creative problem-solving skills.
• Customer Service focus and a high level of professionalism.
• Ability to consistently follow policies and procedures.
• Strong communication and documentation skills.
• Must have good time management skills and be able to meet rigid and urgent assignment schedules.
• Must know when to ask for assistance. Must be approachable, teachable, and a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment.

Preferred Qualifications

• Experience with at least 2 of the following backup/recovery solutions: Commvault, Symantec NetBackup, EMC DPS (Networker, Avamar, Data Domain) Cohesity, Rubrik, Veritas NetBackup, TSM, Veeam
• Experience with Operating System technologies such as Windows, Linux/Unix, etc.
• Experience supporting database/application level backups and restores (SQL, Oracle, postgres etc)
• Recommends changes to procedures, which result in operational optimization and improved SLAs.
• Experience working within an environment that has an advanced change management program.
• Ability to communicate with both technical and non-technical customers, both internal and external.