Description
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. Job Summary 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
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 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; 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 • 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
What we expect of you:
• Bachelor's degree and 3 years of Network Engineering experience, OR • 7 years total of engineering experience, including 3 years of Network engineering experience. • Hands-on experience with Cisco switches, routers and firewalls. • 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). • Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels. • 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. • Critical attention to detail and solid creative problem solving skills. • 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. • Excellence 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. • 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. • 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 • Some professional work experience in a number o the following technologies and professional and technical areas, a plus: Hardware: • Switches - Cisco IOS and CatOS platforms; Cisco 2950, 2960, 3500, 3700, 4500, 6500. Cisco Data Center platforms; Nexus 1000, 5000, 7000, UCS 6000. Cisco SDN platforms; Nexus 1000v, ASA 1000v, CSR 1000v • Routers - Cisco IOS and IOS XE platforms; Cisco 2500, 2600, 2800, 3600, 3800, 5300, 7200, ASR • Firewalls - Cisco ASA 7.x, 8.x, 9.x. Cisco PIX, FWSM, ASAM. • Load Balancers - Cisco ACE, CSS, F5 LTM, F5 GSM • WAN Optimization - Riverbed Steelhead, Cisco WAAS Network Technologies/Topologies: • WAN - MPLS, MPLS Layer 2/3 VPN's, Frame-Relay, GRE/IPSEC VPN, VPN, SIP/PSTN services • Layer 2 networking - 802.1(D,W,S) , Ethernet, PPoE, Ether-Channel • Layer 3 networking - IPv4, IPv6, OSPF, EIGRP, RIP (v2), BGP, MP-BGP, PFR, OSPFv3, EIGRPv6, RIPng, Advanced Redistribution, VRF-lite • Multicast Networking - Multicast (Sparse + Dense), MSDP, Anycast, Auto-RP, BSR, PIM, SSM • Security - CBAC, Zone-Based firewall, Reflex ACL, NAT, IP Source Guard, uRPF, Cisco IPS/IPS, RSA Envision • QOS - Congestion avoidance and congestion management. MQC, CBWFQ, LLQ, NBAR, WRED, Auto-QOS • VOIP - Cisco voice gateway functionality, SRST • Unified Computing/Virtualization - Design, support, configure, upgrade Cisco UCS systems • Data Center - FabricPath, FEX, vPC, UCS, FCoE • Wireless - Wireless LAN controllers, all LWAP and autonomous AP models, NCS • VPN - SSL VPN, IPSec VPN, and DMVPN (phase 1 and 2), EZVPN, Anyconnect Additional knowledge/skills, a plus: • Operating System/utilitiess - Windows 7, Windows 2003 Server, Windows XP Professional, Red Hat Linux, Solaris, DNS, DHCP, Netflow, WireShark • Professional skills - Network drawing tools including MS Visio, presentation skills and experience including MS PowerPoint • Masters assigned discipline within technical offering (ie: Route/Switch, Content Networking, Wireless, Security) • CCIE, CCNP, CCDP or equivalent • Hands-on experience in a large Data Center environment • ITIL Foundations Certification Pay range: $64,000 - $106,400 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
