Infrastructure Support Engineer

🔥 11 minutes ago

🇺🇸 United States – Remote

💵 $77.7k - $108.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷 Infrastructure 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 core infrastructure support for Managed Services customers • Serve as a trusted technical support resource for Microsoft infrastructure issues • Troubleshoot, diagnose, and resolve Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, SCCM, endpoint management, Azure, Microsoft 365, and related technology issues • Assess customer issues, identify root causes, and drive cases through resolution • Manage service requests through a case queue and provide timely status updates • Document troubleshooting steps, resolutions, customer communications, incidents, and change activity • Communicate technical problems, business impact, next steps, and solutions to customers and stakeholders • Work with multiple customers daily and build customer trust • Collaborate with peers and cross-functional teams on complex technical issues • Engage Microsoft support and other technical resources when escalation assistance is needed • Meet service-level agreements and customer commitments • 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 directed • Manage priorities and complete tasks and projects on time • Communicate risks, schedule changes, unanticipated events, 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 and 3 years of Microsoft support experience, or 7 years of total IT engineering experience, including 3 years of Microsoft support experience • Hands-on experience supporting Windows Server, Active Directory, domain controllers, and Group Policy • Experience troubleshooting Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, or SCCM in complex customer environments • Experience in ticket-driven, case-based, or reactive break/fix support environments • Customer-facing support experience with multiple customers each day • Experience in customer service, requirements gathering, task execution, troubleshooting, problem solving, and crisis escalation judgment • Strong organizational, analytical, documentation, and problem-solving skills • Excellent verbal and written communication skills • Ability to balance 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 on-call rotation and adjust working hours for coverage needs • Ability to travel as needed • Managed Services Provider or Managed Services experience is a plus • Microsoft certifications related to Windows Server, endpoint management, Azure, Microsoft 365, or other relevant Microsoft technologies are a plus • Exposure to Azure, Microsoft 365, or hybrid infrastructure environments is a plus

🏖️ Benefits

• Annual bonus target of 10%, subject to the terms and conditions of the plan • Benefits package (details provided at https://cdw.benefit-info.com/) • Training and industry-related certifications as determined by management • Collaborative environment • Growth support and opportunities to contribute to meaningful work • Equal opportunity employment