AddressCDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe.
The Managed Services Specialist provides customer technical support in the form of incidents, support requests, and changes, while developing technical and professional skills. Assist in the development and documentation of detailed plans for customer lifecycle upgrades, configuration changes, and ongoing technical support. Work with operations staff to properly triage, repair, and escalate customer issues.
Primary Duties & Responsibilities
- Performs a variety of technical tasks in support of Managed Services customers. These may include, but are not limited to: Managed Services IBM i specific tasks
- Provides support for platform-specific technical tasks including operating system upgrades, installation and configuration of various software packages, installation of patches and fixes (PTFs)
- Performs problem analysis and documentation, root-cause analysis, and create incident reports
- Performs detailed troubleshooting for complex operational issues
- Performs design, creation, implementation and documentation of system and application monitoring, scheduling packages, and tape management systems
- Performs on-demand save and restore operations using various technologies and software packages
- Performs migrations and due-diligence documentation for new CDW Managed Services customers
- Performs tasks relating to iTera and Mimix, including patching, health checks, audit review and repair, configuration modifications, and role swap/switch processing
- Coordinates with team with pre-sales questions regarding existing customer base
- Acts as a liaison between Engineering and Operations groups
- Provides on-call support in a defined rotation schedule
- Installs, implements, maintains, upgrades, and troubleshoots client infrastructure solutions
- Anticipates, mitigates, identifies, and responds to system performance issues
- Ensures the integrity and security of enterprise data on host computers, multiple databases, and during data transfer in accordance to business needs and industry best-practices regarding privacy, security, and regulatory compliance
- Performs database installations, updates/patches/upgrades, tuning, performance monitoring, replication, back-ups, security, user management, and resource management
- Conducts transaction, performance, and security audits
- Performs routine system backups and restores
- Participates in Disaster Recovery exercises and planning
- Follows change control, incident response, and testing processes
- Communicates and enforces, through system procedures, data storage retention policies
- Monitors, analyzes, and predicts trends for equipment performance, space allocation, and data growth to recommend enhancements
- Creates scripts to automate common tasks
- Addresses and updates customer incident tickets and change orders, providing internal management and customer account managers with status information
- Creates required reports in response to business user needs
- Prepares technical and procedures documentation
- Works with account management personnel to participate on conference calls and perform tasks in support of the client relationship
- Partners with the Managed Services Continuous Improvement team on pre-sales support activity
- Provides guidance to less experienced technical team members
- Complies with all compliance and time entry guidelines
- Training/Certifications: Attends training sessions, and obtains industry related certifications as determined by management
Basic Qualifications
- Associate degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field
- At least two (2) years of Information Technology work experience
- Experience with troubleshooting and maintenance of environments running the IBM i operating system
Other Position Requirements
- Demonstrated ability to implement and troubleshoot IT Infrastructure systems and configurations in designated area of specialty, using procedures, scripts, and templates
- Demonstrated ability to acquire further technical skills
- Demonstrated verbal and written communication skills
- Demonstrated ability to multitask and prioritize workload
- Demonstrated customer service skills
- Demonstrated ability to investigate problems and utilize problem solving techniques
- Demonstrated ability to establish positive working relationships and work as a team player in a Managed Services environment
- Demonstrated ability to be resourceful in working with client and internal departments to deliver meaningful solutions
- Demonstrated ability to provide day-to-day guidance to less experienced technical team members
- Demonstrated ability to achieve high levels of customer satisfaction
Preferred Qualifications
- Experience in a Managed Services environment
- Completion of certifications related to job role available from IBM
- IBM i Operator or current equivalent
- Prior experience monitoring, maintaining, and performing role swaps using Mimix
Data Privacy and Security:
- All CDW employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with CDW policies, standards, and procedures related to security and report security violations to the appropriate CDW authority.
- Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignment
Essential Functions
The position is part of a 7 day per week, 24 hour per day Managed Services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime.
The above primary duties, responsibilities, and position requirements are not all inclusive.
