Engineer Managed Services

CDW

1d•$77,725 - $108,265

About The Position

The Engineer Managed Services provides Microsoft infrastructure support to Managed Services customers, with a strong focus on Copilot, Microsoft 365, and related Microsoft technologies. In a fast-paced, case-based support environment, the Engineer diagnoses and resolves customer issues while delivering a high-quality customer experience. The position supports a reactive break/fix service model, working directly with customers to assess issues and drive cases to resolution, collaborating with peers, and engaging Microsoft when additional expertise is needed. The Engineer manages service requests and customer communications, documents troubleshooting and resolution activity, and works to meet service-level commitments. The role also contributes to technical documentation, training, client projects, and infrastructure improvements; participates in an On-Call rotation; and supports customer relationships in collaboration with account management. The position requires ongoing training and industry-related certifications as determined by management.

Requirements

Bachelor's degree and at least 3 years of engineering support experience, or 7 years of engineering support experience.
At least 3 years of Microsoft support experience.
Hands-on experience supporting Microsoft technologies, with strong knowledge of Copilot and Microsoft 365.
Experience supporting one or more related technologies, such as Azure, Exchange, Windows Server, Active Directory, SCCM, or Intune.
Professional experience in customer service, requirements gathering, task execution, troubleshooting, problem solving, and sound judgment around crisis escalation.
Experience working in a ticket-driven or case-based support environment.
Ability to establish customer trust and confidence through technical knowledge, responsiveness, and understanding of customer business needs.
Strong organizational, analytical, documentation, and problem-solving skills.
Excellent verbal and written communication skills, with the ability to interact effectively with customers, coworkers, and stakeholders.
Ability to balance multiple priorities, adapt to changing customer needs, and meet deadlines in a fast-paced environment.
Ability to work independently and recognize when to collaborate, ask for assistance, or escalate.
Team-oriented approach and ability to provide guidance, mentorship, and peer support.
Ability to consistently follow policies, procedures, instructions, and service commitments.
Ability to participate in the On-Call rotation.
Ability to travel as needed.

Nice To Haves

8 or more years of Microsoft support engineering experience.
Depth of experience in Copilot and customer-facing Microsoft 365 issue resolution.
Microsoft certifications in Copilot, Microsoft 365, Azure, Exchange, or related technologies.
Managed Services experience.
Experience working directly with Microsoft support to resolve complex cases.

Responsibilities

Serve as a trusted technical support resource for customers experiencing Microsoft infrastructure and cloud issues.
Troubleshoot, diagnose, and resolve issues involving Copilot, Microsoft 365, Microsoft Core Infrastructure, and related Microsoft technologies.
Assess customer issues, identify root causes, and drive assigned cases through resolution.
Manage service requests through a case queue, review assignments daily, and provide accurate, timely status updates.
Document troubleshooting steps, resolutions, customer communications, incident details, and change activity in appropriate tracking systems.
Collaborate with peers and cross-functional teams to resolve complex technical issues and share knowledge.
Engage Microsoft support when additional product expertise or escalation assistance is required.
Communicate professionally with internal and external customers through written, verbal, and virtual channels, explaining technical problems, business impact, next steps, and solutions.
Understand service-level agreements in a production environment and work to meet customer commitments.
Participate in an On-Call rotation supporting critical systems; U.S. engineers provide secondary coverage when additional capacity is needed for the global team's primary 24 x 7 coverage.
Participate in customer calls and work with account management personnel in support of client relationships.
Contribute to technical documentation, procedures, knowledge articles, templates, proposals, and training materials.
Participate in client projects and infrastructure improvements as assigned.
Mentor and support peers within the team and across CDW.
Attend training and obtain industry-related certifications as determined by management.
Manage multiple priorities, follow through on commitments, and complete tasks and projects on time.
Communicate unanticipated events, risks, schedule changes, or technical concerns to the Engineering Manager.
Identify potential customer needs or cross-selling opportunities and communicate them to the appropriate sales or account team.
Adhere to time-entry, compliance, policy, and procedural requirements.