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. To provide the required coverage, must be willing to work other shifts including after-hours, weekends and holidays.
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 and other key stakeholders to update project plans and communicate
Benefits
Remote work options
Additional Information
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 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.
Cdw · Virtual -, CA