Engineer Managed Services Networking

CDW - Peoria, IL

Full-time - Mid Level

Peoria, IL

10,001+ employees

Merchant Wholesalers, Durable Goods

About the position

The Engineer Managed Services Networking position at CDW is focused on managing and maintaining IT infrastructure environments for Managed Services customers. This role involves ensuring operational stability and maintenance of both virtualized and physical infrastructure in customer and hosted data center environments, including enterprise data storage systems, network infrastructure, and various operating systems. The engineer will provide technical support, implement solutions, and lead projects to enhance technology infrastructures while ensuring high levels of customer satisfaction.

Responsibilities

• Manage and maintain IT infrastructure environments for Managed Services customers.
• Provide implementation, upgrades, tuning, backups, restores, and user management for clients.
• Follow change control, incident response, and testing processes.
• Deliver Managed Services offerings as outlined in the Service Catalog.
• Communicate effectively with internal and external customers regarding issues and solutions.
• Participate in an on-call rotation for 24/7 support of critical systems.
• Lead client projects to improve technology infrastructures.
• Create and execute test plans for project requirements.
• Provide technical solutions to complex hardware/software problems.
• Design and implement solutions using the latest technology.
• Conduct throughput analysis and root cause analysis.
• Identify opportunities for cross-selling to the sales team.
• Ensure solutions are implemented to customer satisfaction.
• Complete projects and tasks on time according to commitments.
• Handle multiple tasks simultaneously, including pre-sales and troubleshooting.
• Communicate with the Engineering Manager on unexpected events.
• Respond professionally to customer inquiries and relay concerns to management.
• Understand and strive to meet SLAs in a production environment.
• Collaborate with Customer Success, Project Management, R&D, and Sales.
• Develop and maintain technical documentation and proposals.
• Review service requests daily and provide status updates to clients.
• Work with Project Managers to update project plans and communicate status.
• Address customer incident tickets and change orders promptly.
• Assist in pre-sales support activities as needed.
• Research and recommend infrastructure products and services.
• Mentor and support peers within the team and cross-functionally.
• Attend training sessions and obtain industry-related certifications.

Requirements

• Bachelor's degree and 3 years of Network Engineering experience, or 7 years total engineering experience including 3 years of Network engineering experience.
• Hands-on experience with Cisco switches, routers, and firewalls.
• Professional experience in customer service and problem-solving in IT infrastructure solutions.
• Ability to resolve critical issues in a time-sensitive manner.
• Strong organizational, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritize work and handle multiple tasks in a fast-paced environment.
• Experience in a large data center environment is a plus.

Nice-to-haves

• Experience with hardware including Cisco IOS and CatOS platforms.
• Knowledge of WAN technologies and Layer 2/3 networking.
• Familiarity with security protocols and QOS management.
• Experience with virtualization technologies and monitoring infrastructure.
• ITIL Foundations Certification.

Benefits

• Health insurance
• Dental insurance
• 401k plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities
• Employee discount programs