Infrastructure Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver core Microsoft infrastructure support for Managed Services clients.

• Act as a reliable technical support resource for issues related to Microsoft infrastructure.

• Diagnose, troubleshoot, and resolve issues with Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, SCCM, endpoint management, Azure, Microsoft 365, and associated technologies.

• Evaluate customer problems, determine root causes, and drive cases to resolution.

• Handle service requests via a case queue and provide timely updates on status.

• Document troubleshooting processes, resolutions, customer interactions, incidents, and change activities.

• Effectively communicate technical challenges, business implications, next steps, and solutions to customers and stakeholders.

• Interact with multiple customers daily and foster customer trust.

• Collaborate with colleagues and cross-functional teams to address complex technical challenges.

• Engage Microsoft support and other technical resources for escalation assistance when required.

• Fulfill service-level agreements and commitments to customers.

• Participate in an on-call rotation to support critical systems.

• Engage in customer calls and assist in maintaining client relationships with account management.

• Contribute to technical documentation, procedures, knowledge articles, templates, proposals, and training materials.

• Take part in client projects and infrastructure enhancements.

• Mentor and support team members and colleagues across CDW.

• Attend training sessions and obtain industry-related certifications as directed.

• Manage priorities efficiently and complete tasks and projects on schedule.

• Communicate risks, schedule alterations, unexpected events, and technical concerns to the Engineering Manager.

• Identify potential customer needs or cross-selling opportunities and relay them to sales or account teams.

• Comply with time-entry, policy, compliance, and procedural requirements.

⛳️ Requirements

• Bachelor's degree and 3 years of experience in Microsoft support, or 7 years of overall IT engineering experience, including 3 years in Microsoft support.

• Practical experience in supporting Windows Server, Active Directory, domain controllers, and Group Policy.

• Proven experience troubleshooting Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, or SCCM in complex customer settings.

• Background in ticket-driven, case-based, or reactive break/fix support environments.

• Customer-facing support experience with multiple clients on a daily basis.

• Experience in customer service, requirements gathering, task execution, troubleshooting, problem-solving, and crisis escalation judgment.

• Strong organizational, analytical, documentation, and problem-solving abilities.

• Exceptional verbal and written communication skills.

• Capability to balance priorities, adapt to evolving customer needs, and meet deadlines.

• Ability to work independently and collaborate or escalate as necessary.

• Proficient in providing guidance, mentorship, and peer support.

• Committed to following policies, procedures, instructions, and service commitments.

• Willingness to participate in an on-call rotation and adjust working hours for coverage needs.

• Ability to travel as required.

• Experience as a Managed Services Provider or in Managed Services is a plus.

• Microsoft certifications related to Windows Server, endpoint management, Azure, Microsoft 365, or other relevant Microsoft technologies are advantageous.

• Familiarity with Azure, Microsoft 365, or hybrid infrastructure environments is a plus.

🏝️ Benefits

• Annual bonus target of 10%, contingent upon the terms and conditions of the plan.

• Comprehensive benefits package (details available at https://cdw.benefit-info.com/).

• Opportunities for training and obtaining industry-related certifications as determined by management.

• Collaborative work environment.

• Support for growth and opportunities to engage in meaningful work.

• Commitment to equal opportunity employment.