Associate Managed Services Engineer - Virtualization

DescriptionBring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future.A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.Job SummaryThe primary purpose of this position is to manage and maintain IT infrastructure environments for Managed Services customers, which may include, but are not limited to: Enterprise data storage systems, mainframe, midrange, Windows, and/or Unix/Linux systems and associated software, network infrastructure environments, virtualized systems, monitoring infrastructure, database, and security tools. This position will focus on the operational stability and maintenance of virtualized and physical infrastructure in customer and/or hosted data center environments.What you will do:Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needsFollows change control, incident response, and testing processesUnderstand and deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service CatalogProvide detailed and effective communication to internal and external customers.Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication.Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime.Participate in various client projects intended to continually improve/upgrade technology infrastructuresCreate and execute test plans to meet project requirements for assigned componentsIdentify and communicate potential opportunities for cross-selling to the sales teamProvide high quality content deliverables using the appropriate document templatesEnsure solution is implemented as designed to the customer’s satisfaction and approvalProvide entry level technical servicesAbility to follow through with tasks, projects, and troubleshootingComplete projects/tasks on a timely basis, according to commitments made to stakeholders and managementPerform scopes of work as detailed in implementation plans assigned (system builds, test plans, documentation, training, etc.)Handles several tasks simultaneously (ie: pre-sales, troubleshoots, responds to emergencies)Communicates with Engineering Manager on 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 managerUnderstand SLAs in a production environment and proactively strive to meet the commitmentsCollaborate and support cross-functionally with Customer Success, Project Management, R&D, and Sales.Contribute to written proposals and technical documentationReview assigned service requests daily, follow up and provide status updates to clients; ensure data pertaining to the status of service request is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlogWorks directly with Project Managers to update project plans and communicate project statusAddAddresses and updates customer incident tickets and change orders, providing internal management and customer account managers with status informationWorks with account management personnel to participate on conference calls and perform tasks in support of the client relationshipAs requested, assists on pre-sales support activityAttends training sessions, and obtains industry related certifications as determined by managementAdheres to time compliance and time entry guidelinesWhat we expect of you:Bachelor’s degree, OR4 years IT virtualization engineering experience.Professional experience to include planning, deployment and operational support of advanced technologies and applications.Professional experience to include customer service, requirements gathering, task execution, problem solving, sound judgement around crisis escalation.Capable of troubleshooting issues in a time sensitive manner, cognizant of required service levels.Ability to establish customer trust and confidence in the CDW Managed ServicesKnowledge of and concern for customers’ business needs.Balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlinesCritical attention to detail and solid creative problem-solving skills.Customer Service focus and a high level of professionalism.Ability to consistently follow policies and procedures.Strong communication and documentation skills.Must have good time management skills and be able to meet rigid and urgent assignment schedules.Must know when to ask for assistance. Must be approachable, teachable, and a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment.Professional-level previous work experience in many of the following technologies and professional and technical areas: VMware, Nutanix, Cisco UCS, Dell, HPE, ITIL, Enterprise Monitoring and Ticketing Solutions like ScienceLogic and ServiceNow.Knowledge/experience with replication and backup technologies.Provide day to day operational requirements to include administering multiple virtual environments (infrastructure, hosts, appliances, VMs.)Recommends changes to procedures, which result in operational optimization and improved SLAs.Experience working within an environment that has an advanced change management program.Ability to communicate with both technical and non-technical customers, both internal and external.Two (2) years large-scale, multi-tenant Data Center environment, a plusExperience with VMware virtualization technologies and infrastructure, a plusExperience with hyper-converged infrastructure, particularly with Nutanix and/or VMware vSAN, a plusExperience with Cisco UCS infrastructure, a plusExperience using scripting tools to automate both routine and complex tasks such as Microsoft PowerShell, VMware PowerCLI, and/or Cisco UCS PowerTool, a plusWho we are:CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe.Our fingerprints can be found on technology inworkplacesof more than 250,000companies;from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.What you can expect from us: Culture, coworkers, careers.CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.Equal Opportunity Employer, including disability and protected veteran statusBenefits overview: https://cdw.benefit-info.com/