AddressTransition Engineers at CDW are responsible to enroll and implement tools and processes for contracted services environment for Managed Services customers, which may include, but are not limited to Enterprise data storage systems, Windows and/or Unix/Linux systems and associated software, network infrastructure environments, virtualized systems, database systems and security tools. 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 implementation of tools and processes to allow delivery of Managed Services as contracted.
- Follows change control and testing processes..
- Understands 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 both over the phone, via e-mail and in person.
Responsibilities
- Ability to follow through with tasks, projects, troubleshooting with some supervision.
- 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.
- Collaborate and support cross-functionally with Customer Success, Project Management, R&D and Sales.
- Works directly with Project Managers to update project plans and communicate project status
- As requested, assists on pre-sales support activity.
- 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.
Minimum Qualifications
- Minimum 1-3 Years of experience
- BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline; equivalent experience acceptable.
Other Required Qualifications:
- 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.
- 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.
- Excellence 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.
Preferred Qualifications
- Experience in a large data center environment
- Managed Services Experience
- Experience with using ServiceNow as ITSM tool
- Experience with Science Logic monitoring tools
