Managed Services Engineer

🔥 8 hours ago

🇺🇸 United States – Remote

💵 $77.7k - $108.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

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CDW

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

📚 Education

💰 Post-IPO Equity on 2015-07

Consulting • Healthcare • Education

CDW is a leading provider of technology solutions, offering a comprehensive range of products and services to address the needs of enterprises, government, healthcare, and education sectors. They specialize in providing IT infrastructure services, managed services, and security solutions. CDW partners with top technology brands to deliver customized solutions that enhance business productivity and performance across various industries. With a strong focus on digital transformation, security, and cloud solutions, CDW supports businesses in navigating the complexities of modern IT environments. Their expertise spans several domains, including digital workspaces, cybersecurity, and enterprise solutions, making CDW a key partner in driving technological advancements.

📋 Description

• Provide Microsoft infrastructure support for Managed Services customers, focusing on Copilot, Microsoft 365, and related Microsoft technologies • Serve as a trusted technical support resource for Microsoft infrastructure and cloud issues • Troubleshoot, diagnose, and resolve issues involving Copilot, Microsoft 365, Microsoft Core Infrastructure, and related technologies • Assess customer issues, identify root causes, and drive assigned cases through resolution • Manage service requests through a case queue and provide timely status updates • Document troubleshooting steps, resolutions, customer communications, incidents, and changes • Collaborate with peers and cross-functional teams on complex technical issues • Engage Microsoft support for additional expertise or escalation assistance • Communicate technical problems, business impact, next steps, and solutions to customers and stakeholders • Work to meet service-level agreements in a production environment • Participate in an On-Call rotation supporting critical systems • Participate in customer calls and support client relationships with account management • Contribute to technical documentation, procedures, knowledge articles, templates, proposals, and training materials • Participate in client projects and infrastructure improvements • Mentor and support peers within the team and across CDW • Attend training and obtain industry-related certifications as determined by management • Manage multiple priorities and complete tasks and projects on time • Communicate unanticipated events, risks, schedule changes, and technical concerns to the Engineering Manager • Identify potential customer needs or cross-selling opportunities and communicate them to sales or account teams • Adhere to time-entry, compliance, policy, and procedural requirements

🎯 Requirements

• Bachelor's degree required and 3+ years of experience engineering support OR 7 years of engineering support experience required • 3+ years of Microsoft support experience • Hands-on experience supporting Microsoft technologies, with strong knowledge of Copilot and Microsoft 365 • Experience with one or more of Azure, Exchange, Windows Server, Active Directory, SCCM, or Intune • Professional experience in customer service, requirements gathering, task execution, troubleshooting, problem solving, and crisis escalation • Experience in a ticket-driven or case-based support environment • Strong organizational, analytical, documentation, and problem-solving skills • Excellent verbal and written communication skills • Ability to balance multiple priorities, adapt to changing customer needs, and meet deadlines • Ability to work independently and collaborate or escalate when needed • Ability to provide guidance, mentorship, and peer support • Ability to follow policies, procedures, instructions, and service commitments • Ability to participate in the On-Call rotation • Ability to travel as needed

🏖️ Benefits

• Annual bonus target of 10% subject to terms and conditions of plan • Benefits package provided; details at https://cdw.benefit-info.com/ • Training and industry-related certifications as determined by management • Opportunity to participate in client projects and infrastructure improvements • Mentorship and peer support within CDW

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