Senior Virtualization Engineer - Managed Services
CDW ’s vision is to be THE national provider of Managed Services. We will achieve this reputation by continuing to delight our customers and being the employer of choice for highly motivated and talented engineers. Engineers at CDW are responsible forthe 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 solution design and implementation, 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 roundedprofessionals who are passionate about emerging technology, with exceptional customer service and communication skills.
What You Will Do
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Provide innovative technical solutions to complex hardware/software problems.
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Provide design, implementation, technical supportservicesand consulting to Managed Services clients to meet their business needs.
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Understand and Deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog.
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Understand and follow the processes and procedures defined in the CDW ManSStandard Operating Procedures manual (SOP).
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Provide detailed and effective communication to internal and external customers.
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Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
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Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availabilityobjectivesare met.
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Conduct throughput analysis, problem solving, and infrastructure planning
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Participate in various projects intended to continually improve/upgrade technology infrastructures.
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Create and execute test plans to meet project requirements for assigned components.
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Identifyand communicate potential opportunities for cross-selling to the sales team.
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Providehigh qualitycontent deliverables using theappropriate documenttemplates.
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As a SeniorEngineerprovide technical services with no supervision from Supervisors, Team Leads, or Technology Owners.
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Ability to follow through with tasks, projects, troubleshooting with no supervision.
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Serve astechnicalpoint of contact on customer engagements, and internal projects.
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Conducts/lead design workshops for complex designs to meet customer,businessand technicalobjectives.
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Proactively develop plans and activities to avoid problems.
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Educate the customer on solutions asappropriate throughoutthe life of the service.
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Complete projects/tasks ona timelybasis, according to commitments made to stakeholders and management.
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Perform scopes of work as detailed in theimplementationplans assigned (system builds, test plans, documentation, training, etc.).
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Handle several tasks simultaneously (ie: pre-sales, troubleshooting, maintenance, and responding to emergencies).
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Communicate with EngineeringManagerall events that are notanticipated(new product requirements, equipment failure, design changes, schedule changes).
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Respond to all customers professionally and courteously and relay any customer questions or concerns tomanager.
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Demonstrate and activelypromotesan understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
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Assistin creating and documenting policies and procedures.
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Understand SLAs in a production environment and proactively strive to meet the commitments.
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Provide support to Service Account Managers, ProjectManagersand product developers.
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Contribute to written proposals and technical documentation.
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Assist Professional Services team whenrequiredwith client consultation including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requir