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Sr Engineer-Mgd Svcs

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CDW

2mo ago

  • Job
    Full-time
    Senior & Expert Level

AI generated summary

  • You should have strong technical skills in managed services, experience in engineering roles, and a deep understanding of IT solutions and client management.
  • You will lead technical projects, manage services, collaborate with teams, troubleshoot complex issues, and ensure optimal performance of IT solutions for clients.

Requirements

  • Bachelor’s degree and 5 years of Cisco Collaboration/UC engineering experience, OR
  • 9 years total IT Engineering experience, including 5 years of Cisco Collaboration/UC engineering experience.
  • IT engineering work experience 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 and drive to further technical education through achieving certification and training plans specific to relevant technologies
  • 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 advanced 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.
  • Experience in a large data center environment, a plus.
  • 3 Years Managed Services Experience, a plus.
  • ITIL V4 Foundation Certification, a plus.
  • CCNP Collaboration Certification, a plus.
  • In-depth experience with 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.
  • In-depth experience with UCaaS and CCaaS technologies (Webex Calling, Webex Contact Center, Webex DI, MS Teams, Zoom Phone, Zoom CC, Five9, a plus.
  • Detailed 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 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 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
  • 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 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
  • Mentor and support peers within the 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

FAQs

What is the primary purpose of the Sr Engineer-Mgd Svcs position?

The primary purpose of this position is to manage and maintain IT infrastructure environments for Managed Services customers, ensuring high levels of availability and security of the supported systems and business applications.

What types of systems will I be managing as a Sr Engineer-Mgd Svcs?

You will be managing a variety of systems including enterprise data storage systems, mainframe, midrange systems, Windows, Unix/Linux systems, network infrastructure, virtualized systems, database systems, and security tools.

What are the key responsibilities of this role?

Key responsibilities include providing technical support services, participating in client projects, leading system implementations, conducting training, ensuring customer satisfaction, and collaborating cross-functionally.

What qualifications are required for the Sr Engineer-Mgd Svcs position?

A Bachelor’s degree and 5 years of Cisco Collaboration/UC engineering experience or 9 years total IT Engineering experience, including 5 years of Cisco Collaboration/UC engineering experience, along with relevant technical expertise and certifications.

Will I be required to work outside of regular hours?

Yes, this position requires participation in an on-call rotation to provide 24/7 support for critical systems, which may include working weekends, holidays, and overtime.

What certifications are beneficial for this position?

Beneficial certifications include ITIL V4 Foundation Certification and CCNP Collaboration Certification, as well as in-depth knowledge of Cisco Unified Communication Technologies and UCaaS/CCaaS technologies.

What skills are essential for success in this role?

Essential skills include strong organizational, analytical, and problem-solving abilities, excellent communication skills, customer service focus, the ability to manage multiple priorities, and experience in advanced root cause analysis.

How does this role contribute to customer relationships?

The Sr Engineer-Mgd Svcs will establish customer trust and confidence, actively communicate and address customer needs, and provide high levels of customer satisfaction which secures future business opportunities.

What kind of projects will I be involved in?

You will participate and lead various client projects aimed at continually improving and upgrading technology infrastructures, along with developing and documenting technical proposals and solutions.

Does this role involve mentoring?

Yes, the role involves mentoring and supporting peers within the team and cross-functionally to foster a collaborative work environment.

What should I expect from the company culture at CDW?

The company promotes a culture of empowering leadership, collaboration, and strong relationships with colleagues which helps inspire teams to succeed and innovate, whilst valuing diverse perspectives for better problem solving.

CDW

Consulting
Industry
10,001+
Employees
1984
Founded Year

Mission & Purpose

At CDW, our experts partner with you to build IT solutions that don’t just solve problems – they create opportunities. We offer a full-stack, full-lifecycle approach to technology, leveraging our extensive solutions, services and brand relationships to meet your organization’s unique needs. Backed by decades of experience, our experts have the deep industry and technical knowledge it takes to help you achieve your goals and drive innovation. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers. For the trailing twelve months ended June 30, 2023, CDW generated net sales of approximately $22 billion.