Engineer, Networking - Smart Hands - Managed Services

CDW • CA

107d • $64,000 - $106,400

About The Position

The primary purpose of this position is to manage and maintain IT infrastructure environments for Managed Services customers, which may include, but are not limited to: Enterprise data storage systems, mainframe, midrange, Windows, and/or Unix/Linux systems and associated software; network infrastructure environments; virtualized systems, database systems, and security tools. This position ensures high levels of availability and security of the supported systems and business applications. This position will focus on the operational stability and maintenance of virtualized and physical infrastructure in customer and/or hosted data center environments. This role will also involve providing on-site support (Smart Hands support) for remote equipment maintenance, changes and installation at designated locations and/or data center. This requires the ability to work onsite at the Goleta, CA data center and various regional locations.

Requirements

• Bachelor’s degree and 3 years of IT infrastructure experience, OR 7 years total IT engineering experience, including 3 years of IT infrastructure engineering experience.
• Demonstrated knowledge of various technologies.
• Demonstrated basic network problem determination and resolution skills.
• Ability and drive to further technical education through achieving certification and training plans specific to relevant technologies.
• Ambition and desire to obtain role specific certifications.
• Ability to establish customer trust and confidence in the CDW Managed Services knowledge of and concern for customers’ business needs.
• History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines.
• Ability to perform basic root cause analysis.
• Strong organizational, analytical, and problem-solving skills.
• Customer Service focused and a high level of professionalism.
• Ability to consistently follow policies and procedures.
• Strong communication and documentation skills.
• Excellent verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, including senior leadership.
• Ability to prioritize work and handle multiple tasks simultaneously in a fast paced, diverse, and growth-oriented environment.
• Demonstrates ability to work independently and be self-sufficient.
• Ability to work as a team and provide guidance, mentorship, and support of peers.
• Must have good time management skills and be able to meet rigid and urgent assignment schedules.
• Ability to understand, remember, and apply oral and/or written instructions or other information.
• Ability to organize thoughts and ideas into understandable terminology.
• Ability to apply common sense in performing job.
• Ability to understand and follow basic instructions and guidelines.
• Ability to travel as needed.
• Demonstrates ability to develop strong customer relationships and trust to secure future business.
• Demonstrates ability to achieve high levels of customer satisfaction.
• Demonstrates and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.

Nice To Haves

• Experience with various Monitoring and ticketing systems.
• Experience in a large data center environment.
• 2 Years Managed Services Experience.
• Currently holds certifications in primary area of technical expertise.
• Demonstrated knowledge of Cisco hardware, Firewall Hardware, Nexus Hardware, Multi-vendor Hardware and Microsoft programs.

Responsibilities

• Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs.
• Provides on-site support (Smart Hands support) for remote equipment maintenance, changes and installation.
• Duties may include data center operational activities, patching, data closet support, remote site support (urgent care clinics, satellite clinical facilities, etc.), wireless access point support, break/fix support, vendor coordination, and connectivity support.
• Follows change control, incident response, and testing processes.
• Understand and deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog.
• Provide detailed and effective communication to internal and external customers.
• Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication.
• Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met.
• Participate and lead various client projects intended to continually improve/upgrade technology infrastructures.
• Review, create and execute test plans to meet project requirements for assigned components.
• Provide innovative technical solutions to complex hardware/software problems.
• Design, plan and implement solutions using the latest technology.
• Design and implement complex solutions, including automation and technology, to streamline processes and build efficiency.
• Develops reusable assets (templates, tools, etc.) for the Managed Services practice.
• Conduct throughput analysis, problem solving, root cause analysis, and infrastructure planning.
• Identify and communicate potential opportunities for cross-selling to the sales team.
• Provide high quality content deliverables using the appropriate document templates.
• Serve as technical lead for customer engagements.
• Ensure solution is implemented as designed to the customer’s satisfaction and approval.
• Ability to follow through with tasks, projects, and troubleshooting.
• Assist Professional Services team when required with client including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
• Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
• Perform scopes of work as detailed in implementation plans assigned (system builds, test plans, documentation, training, etc.).
• Responds to all customers professionally and courteously and relays any customer questions or concerns to management.
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Collaborate and support cross-functionally with Customer Success, Project Management, R&D, and Sales.
• Develop, document, maintain and contribute to written proposals, technical documentation, procedures, templates, and training.
• Tests, evaluates, and develops new products, offerings, and solutions.
• Conducts training of customers and company employees in both formal and informal environments.
• Review assigned service requests daily, follow up and provide status updates to clients; ensure data pertaining to the status of service request is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
• Works directly with Project Managers and other key stakeholders to update project plans and communicate project status.
• Addresses and updates customer incident tickets and change orders, providing internal management and customer account managers with status information.
• Works with account management personnel to participate on conference calls and perform tasks in support of the client relationship.
• Actively participates in pre-sales activity.
• As needed, acts as the technical lead for specific technologies.
• Researches and makes recommendations on infrastructure products, services, and standards in support of procurement and development efforts.
• Attends training sessions, and obtains industry related certifications as determined by management.
• Adheres to time compliance and time entry guidelines.

Benefits

• Pay range: $64,000.00 - $106,400.00, depending on experience and skill set.
• Annual bonus target of 10% subject to terms and conditions of plan.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees