Managed Services UC Engineer - Level IIIat CDW Careers

CDW’s vision is to be THE national provider of Managed Services. We’ll achieve this reputation by continuing to delight our customers and being the employer of choice for Managed Services. Engineers at CDW are responsible for the development and delivery of our Managed Services offerings. Engineers apply the necessary technical breadth to providing top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients. Engineers at CDW are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills

Key Areas of Responsibility

• Provide design, implementation, technical support services and consulting to Managed Services clients to meet their business needs.
• Design plan, and implement solutions using the latest technology
• Provide innovative technical solutions to complex hardware/software problems.
• Understand and Deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog
• Understand and follow the processes and procedures defined in the CDW ManS Standard Operating Procedures manual (SOP).
• Provide detailed and effective communication to internal and external customers
• Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
• Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met.
• Conduct throughput analysis, problem solving, and infrastructure planning
• Participate in various client projects intended to continually improve/upgrade technology infrastructures
• Create and execute test plans to meet project requirements for assigned components
• Identify and communicate potential opportunities for cross-selling to the sales team Manage time and expense to meet or exceed expectations defined in the Statement of Work
  Provide high quality content deliverables using the appropriate document templates
  Ensure solution is implemented as designed to the customer’s satisfaction and approval

Responsibilities

• As a Consulting Engineer provide technical services with little supervision from Supervisors, Team Leads, and Technology Owners
• Ability to follow through with tasks, projects, troubleshooting with little supervision.
• Serve as technical point of contact on customer engagements, and internal projects
• Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management
• Performs scopes of work as detailed in implementation plans assigned (system builds, test plans, documentation, training, etc).
• Handles several tasks simultaneously (ie: pre-sales, troubleshoots and develops internal network, responds to emergencies).
• Communicates with Engineering Manager 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.
• Demonstrates and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
• Assist in creating and documenting policies and procedures.
• Understand SLAs in a production environment and proactively strive to meet the commitments.
• Provide support to Service Account Managers, Project Managers and product developers.
• Contribute to written proposals and technical documentation.
• Assist Professional Services team when required with client consultation including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
• Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.
• Supports and conducts self in a manner consistent with customer service expectations.
• Tests, evaluates, and develops new products, offerings, and solutions.
• Conducts training of customers and company employees in both formal and informal environments.
• Works directly with Project Managers to update project plans and communicate project status.