UC/Collaboration Engineer - Managed Services

CDW

258d • $64,000 - $106,400

About The Position

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW. 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 will focus on the operational stability and maintenance of virtualized and physical infrastructure in customer and/or hosted data center environments.

Requirements

• Bachelor's degree and 3 years of collaboration/UC Engineering experience, OR 7 years total IT experience, including 3 years with Cisco collaboration/UC products
• 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)
• 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 intermediate 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
• 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 know when to ask for assistance
• Must be approachable, teachable, a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment
• 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
• Experience in a large data center environment, a plus
• Managed Services Experience, a plus
• ITIL V4 Foundation Certification, a plus
• CCNP Collaboration Certification, a plus
• Exposure to Cisco Unified Communication Technologies (CallManager, Unity Connection, CCX, UCCE, PCCE, Finesse, Socialminer, Expressways, IM&P, MRA, Expressways, B2B Video, TPX and Video Endpoints, Firewalls, Cisco LAN Switches, Routers and Voice Gateways, CUBE, etc), a plus
• Exposure to UCaaS and CCaaS technologies (Webex Calling, Webex Contact Center, Webex DI, MS Teams, Zoom Phone, Zoom CC, Five9, a plus)
• Knowledge and understanding of SIP Protocol, a plus
• Experience with call flow analysis, a plus

Responsibilities

• Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs
• 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 technical solutions to complex hardware/software problems
• Design, plan and implement solutions using the latest technology
• 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
• Ensure solution is implemented as designed to the customer's satisfaction and approval
• Ability to follow through with tasks, projects, and troubleshooting
• 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.)
• Handles several tasks simultaneously (ie: pre-sales, troubleshoots, responds to emergencies)
• Communicates with Engineering Manager on 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
• 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
• Review assigned service requests daily, follow up and provide status updates to clients
• Works directly with Project Managers 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
• As requested, assists on pre-sales support activity
• Researches and makes recommendations on infrastructure products, services, and standards in support of procurement and development efforts
• Mentor and support peers within your team and cross-functionally within CDW
• Attends training sessions, and obtains industry related certifications as determined by management
• Adheres to time compliance and time entry guidelines

Benefits

• Annual bonus target of 10% subject to terms and conditions of plan
• Salary ranges may be subject to geographic differentials

What This Job Offers

• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Bachelor's degree