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true Associate Managed Services Engineer - Networking (Operations)

CDW Corporation

CDW Corporation

Posted on Saturday, February 10, 2024

CDW’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

  • Installs, implements, maintains, upgrades, and troubleshoots client network infrastructure solutions.
  • Plans, develops, installs, configures, maintains, supports, and optimizes client network hardware, software, and communication links.
  • Anticipates, mitigates, identifies, and responds to network performance issues.
  • Ensures the integrity and security of enterprise data on the network in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance.
  • Performs updates/patches/upgrades, and tuning.
  • Researches and makes recommendations on infrastructure products, services, and standards in support of procurement and development efforts.
  • Conducts network performance audits.
  • Performs routine system backups and restores.
  • Participates in Disaster Recovery exercises and planning.
  • Follows change control, incident response, and testing processes.
  • Communicates and enforces, through system procedures, and retention policies
  • Monitors, analyzes, and predicts trends for equipment performance, space allocation, and data growth to recommend enhancements.
  • Creates scripts to automate common tasks.
  • Participate in client consulting in a specialized area of technology (Networking, Unified Communications, Systems, Virtualization, and Storage)
  • Contribute to design, plan, and implement solutions using the latest technology
  • Participate in innovative technical solutions to complex hardware/software problems.
  • Provide design, implementation, technical support services and consulting to Managed Services clients to meet their business needs.
  • Understand and Deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog
  • Understand and follow the processes and procedures defined in the CDW ManS Standard Operating Procedures manual (SOP).
  • 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.
  • Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met.
  • Conduct throughput analysis, problem solving, and infrastructure planning
  • Participate in various client projects intended to continually improve/upgrade technology infrastructures
  • Create and execute test plans to meet project requirements for assigned components
  • Identify and communicate potential opportunities for cross-selling to the sales team
  • Manage time and expense to meet or exceed expectations defined in the Statement of Work
  • Provide high quality content deliverables using the appropriate document templates
  • Ensure solution is implemented as designed to the customer’s satisfaction and approval
  • As an Associate Engineer, provide Entry level technical services with supervision from Supervisors, Team Leads, and Technology Owners
  • Ability to follow through with tasks, projects, troubleshooting with 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
  • Assist in creating and documenting policies and procedures
  • Understand SLAs in a production environment and proactively strive to meet the commitments
  • Provide support to Service Account Managers, Project Managers and product developers
  • Contribute to written proposals and technical documentation
  • Assist Professional Services team when required with client consultation including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
  • Review assigned service requests daily, following up and providing status updates to clients; ensure data pertaining to the status of service requests is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog
  • Supports and conducts self in a manner consistent with customer service expectations
  • Tests, evaluates, and develops new products, offerings, and solutions
  • Conducts training of customers and company employees in both formal and informal environments
  • Works directly with Project Managers to update project plans and communicate project status

Education and/or Experience Qualifications

  • BA/BS degree in Computer Science, Mathematics, Electrical Engineering, or related discipline; equivalent experience acceptable:
    • 1 year network administration experience
    • Experience in planning, deployment and operational support of advanced technologies and applications
    • Professional experience to include customer service, requirements gathering, task execution, problem solving, sound judgment around crisis escalation.

Required Qualifications

  • Demonstrated knowledge of various WAN technologies.
  • Demonstrated knowledge of enterprise level routing and switching technologies.
  • Demonstrated network problem determination and resolution skills.
  • Demonstrated knowledge in at least one network technology (route/switch/security/load balancing/etc.).
  • Demonstrated ability to design workable solutions.
  • Demonstrated knowledge of one or more of the following: Cisco hardware, F5/Citrix ADC Hardware, Firewall Hardware, Nexus Hardware, Multi-vendor Hardware and Microsoft programs.
  • 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

  • Managed Services experience
  • Infoblox or Bluecat DDI experience
  • One or more of the following Cisco certifications:
    • CCNP (Cloud, Collaboration, Data Center, Routing & Switching, Security, Service Provider, Wireless)
    • CCNA (Cloud, Collaboration, Data Center, Industrial, Routing & Switching, Wireless, Security, Service Provider, Voice)
  • One or more of the following Security certifications:
    • Juniper JNCP, JNCIA-SEC, JNCIA-Junos
    • Fortinet NSA1, NSP, NSA5, NSE
    • Palo Alto PCCET, PCNSA, PCNSE
  • One or more of the following Automated Delivery Controller (ADC) certifications:
    • F5 Certified BIG-IP Administrator F5-CA, F5-CTS, F5-CSE
    • Citrix Certified Associate – Networking CCAN
  • Masters assigned discipline within technical offering (i.e: Route/Switch, Content Networking, Wireless, Security)
  • Hands-on experience in a large Data Center environment
  • ITIL Foundations Certification