AddressCDW’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
- Understand and Deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog, and can perform tasks necessary to fulfill service level agreements with customers regarding backup success rates, backup run times, and overall backup and recovery support performance
- Provide technical support services and consulting to Managed Services clients to meet their business needs.
- Conduct throughput analysis, problem solving, and infrastructure planning.
- Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
- Provide detailed and effective communication to internal and external customers, and enforces through system procedures, backup and recovery policies
- Participate in various client projects intended to continually improve/upgrade technology.
- Create and execute test plans to meet project requirements for assigned components.
- Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
- Follows change control, incident response, and testing processes for modifications to backup or restore jobs, schedules and applicable software updates
- Creates required reports in response to business user needs
- Develops, documents, and maintains policies, procedures and associated training plans for backup and recovery administration and appropriate use; using the appropriate document templates
- Anticipates, mitigates, identifies, responds to, and resolves issues with backup jobs, restore requests, and overall backup environment capacity
- Monitors, analyzes, and predicts trends for backup and recovery performance, space allocation, and data growth to recommend enhancements to the IT storage team
- Develops routines for end-users to facilitate backup and recovery best practices, including self-service backup administration, to include on-demand backups, and self-restores
- Remains informed on backup and recovery laws, trends, and issues, including current and emerging technologies and best practices; advise, counsel, and educate executive and management teams on their relative importance.
- Researches and makes recommendations on backup and recovery products, services, and standards in support of procurement and development efforts
- Partners with the Managed Services Continuous Improvement team on pre-sales support activity and design and scoping of services
- Provides technical perspective to ensure a realistic estimation of scope, cost and level of effort for proposal generation
- Works with project managers in the development and implementation of project plans and timelines
- Performs scopes of work as detailed in implementation plans assigned (system builds, test plans, documentation, training, etc), and manages time and expense to meet or exceed expectations defined in the Statement of Work.
- Identify and communicate potential opportunities for cross-selling to the sales team.
- Complies with all time compliance and time entry guidelines
- Attends training sessions, and obtains industry related certifications as determined by management
- Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met.
Education and/or Experience Qualifications
- Minimum of 2 years of engineering experience
- Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field; equivalent experience acceptable
Required Qualifications
- Experience with at least 2 of the following backup/recovery solutions: Commvault, Symantec NetBackup, EMC DPS (Networker, Avamar, Data Domain) Cohesity, Rubrik, Veritas NetBackup, TSM, Veeam
- Experience with Operating System technologies such as Windows, Linux/Unix, etc.
- Experience supporting database/application level backups and restores (SQL, Oracle, postgres etc)
- Experience documenting and maintaining configuration and process information
- 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.
- Strong communication and documentation skills
- Excellent verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, in including senior leadership.
- 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 multi-task, organize and prioritize.
- Ability to apply common sense in performing job.
- Ability to understand and follow basic instructions and guidelines. Ability to travel as needed.
Preferred Qualifications
- Masters assigned discipline within technical offering (ie: Route/Switch, Content Networking, Wireless, Security)
- Hands-on experience in a large Data Center environment
- ITIL Foundations Certification
