Sr. Managed Services Engineer-Storageat CDW Careers
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Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.
Fueled by our shared passion and expertise, CDW delivers innovative technology solutions for our customers. We’re also committed to fostering an environment that embraces collaboration, celebrates integrity, inclusivity, and individuality, and paves the path for personal and professional growth. Experience a life in balance and join us on the journey forward.
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.
What you will do:
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 weekends, holidays, and overtime
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
Minimum of 5 years of engineering experience
Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field; equivalent experience acceptable
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)
Experience with administrating SAN/NAS storage solutions to include one or more of the following:
Storage Network: Cisco and Brocade SAN Switches, FibreChannel SAN architecture/design/implementation
PURE Flash and PURE Blade a PLUS
NetApp ONTAP, E-Series, StorageGRID
Dell/EMC: Unity, PowerMax, Isilon/PowerScale
IBM DS5000, DS8000, Storwize (V5000, V7000), Flash Systems
Pure FlashArray and FlashBlade
Hitachi Virtual Storage Platforms
Familiarity with storage based backup and recovery services: DPM, Avamar, vSphere Replication
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
Currently holds certifications in primary area of technical expertise a plus
Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us: Culture, coworkers, careers.
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.
Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: https://cdw.benefit-info.com/
