Microsoft Engineer - Managed Services

CDW - Stanford, CA

Full-time - Mid Level

Stanford, CA

10,001+ employees

Merchant Wholesalers, Durable Goods

About the position

The Microsoft Engineer - Managed Services 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, while providing 24/7 support and effective communication to clients.

Responsibilities

• Manage and maintain IT infrastructure environments for Managed Services customers.
• Provide detailed and effective communication to internal and external customers.
• Articulate problems and solutions for issues to clients through various forms of communication.
• Participate in on-call rotation to provide 24 X 7 support to critical systems.
• Lead client projects to improve and upgrade technology infrastructures.
• Review, create, and execute test plans for assigned components.
• Provide technical solutions to complex hardware/software problems.
• Design, plan, and implement solutions using the latest technology.
• Conduct throughput analysis, problem solving, and root cause analysis.
• Identify and communicate potential opportunities for cross-selling to the sales team.
• Ensure solution implementation meets customer satisfaction and approval.
• Complete projects/tasks on a timely basis according to commitments made to stakeholders.
• Perform scopes of work as detailed in implementation plans assigned.
• Communicate with Engineering Manager on unexpected events.
• Respond to all customers professionally and courteously.
• Understand SLAs in a production environment and strive to meet commitments.
• Collaborate with Customer Success, Project Management, R&D, and Sales.
• Develop, document, maintain, and contribute to written proposals and technical documentation.
• Review assigned service requests daily and provide status updates to clients.
• Work directly with Project Managers to update project plans and communicate project status.
• Address and update customer incident tickets and change orders.
• Assist on pre-sales support activity as requested.
• 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 Microsoft support experience, OR 7 years total IT engineering experience including 3 years of Microsoft support experience with products such as M365, Azure, or Exchange.
• Professional experience in customer service, requirements gathering, task execution, and problem solving.
• Experience in IT dealing with infrastructure solutions supported by Managed Services practice.
• Ability to establish customer trust and confidence in CDW Managed Services.
• History of balancing multiple priorities and adapting to changing customer needs.
• Ability to perform intermediate root cause analysis.
• Strong organizational, analytical, and problem-solving skills.
• Customer service focused with a high level of professionalism.
• Strong communication and documentation skills.

Nice-to-haves

• Experience in a large data center environment.
• Microsoft Certifications such as Azure, M365, or Exchange.
• Managed Services Experience.

Benefits

• Access to artificial intelligence language tools for job description enhancement.
• Equal Opportunity Employer, including disability and protected veteran status.