at CDW LLC in Vernon Hills, Illinois, United States
Job Description
Fueled by our shared passion and expertise, CDW delivers innovative technology solutions for our customers. We're also committed to fostering an environment that embraces collaboration, celebrates integrity, inclusivity, and individuality, and paves the path for personal and professional growth. Experience a life in balance and join us on the journey forward.
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 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
Understand and Deliver Managed Service 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).
Primarily responsible for providing top-level technical support, including problem resolution, technical change implementation, telephone and one-on-one technical support within defined service level agreements for clients.
Provide innovative technical solutions to complex hardware/software problems.
Provide design, implementation, and technical support services and consulting to Managed Services clients to meet their business needs.
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, 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.
Ability to follow through with tasks, projects, troubleshooting with some supervision.
Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management
Performs scopes of work as detailed in implementation plans assigned (system builds, test plans, documentation, training, etc).
Handles several tasks simultaneously (ie: pre-sales, troubleshoots and develops internal network, responds to emergencies).
Communicates with Engineering Manager all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
Responds to all customers professionally and courteously and relays any customer questions or concerns to manager.
Demonstrates 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 Service Account Managers, Project Managers and product developers.
Contribute to written proposals and technical documentation.
Assist Professional Services team when required with client consultation including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
Supports and conducts self in a manner consistent with customer service expectations.
Tests, evaluates, and develops new products, offerings, and solutions.
Conducts training of customers and company employees in both formal and informal environments.
Works directly with Project Managers to update project plans and communicate project status.
Education and/or Experience Qualifications
Minimum of 2 years of engineering experience
Bachelor's degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field; equivalent experience acceptable
Professional experience to include customer service, requirements gathering, task execution, problem solving, sound judgement around crisis escalation
Professional experience in IT dealing with one or more infrastructure solutions supported by the Managed Services practice (Networking Infrastructure, Enterprise Storage, Mainframe, Midrange, Windows, and/or Unix/Linux systems, virtualization technologies, monitoring infrastructure, databases, and/or security tools)
Required... For full info follow application link.
CDW is an affirmative action/equal opportunity employer committed to a diverse and inclusive workplace.
