Managed Services Engineer

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

📋 Description

• Deliver Microsoft infrastructure support to Managed Services clients, with a focus on Copilot, Microsoft 365, and associated Microsoft technologies.

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

• Diagnose, troubleshoot, and resolve challenges involving Copilot, Microsoft 365, Microsoft Core Infrastructure, and other related technologies.

• Evaluate customer issues, determine root causes, and facilitate the resolution of assigned cases.

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

• Document troubleshooting processes, solutions, customer interactions, incidents, and modifications.

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

• Engage with Microsoft support for additional expertise or escalation support as necessary.

• Clearly communicate technical issues, their business impact, next steps, and solutions to customers and stakeholders.

• Strive to meet service level agreements within a production environment.

• Participate in an On-Call rotation to support critical systems.

• Participate in client calls and maintain client relationships in conjunction with account management.

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

• Engage in client projects and initiatives aimed at improving infrastructure.

• Mentor and support team members both within the team and across CDW.

• Attend training sessions and acquire industry-related certifications as directed by management.

• Manage multiple priorities effectively and complete tasks and projects within deadlines.

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

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

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

⛳️ Requirements

• A Bachelor's degree is required, along with 3+ years of engineering support experience, or 7 years of engineering support experience.

• A minimum of 3 years of experience in Microsoft support.

• Practical experience in supporting Microsoft technologies, with a solid understanding of Copilot and Microsoft 365.

• Familiarity with one or more of the following: Azure, Exchange, Windows Server, Active Directory, SCCM, or Intune.

• Proven experience in customer service, requirements gathering, task execution, troubleshooting, problem-solving, and crisis management.

• Experience in a ticket-driven or case-based support environment.

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

• Exceptional verbal and written communication skills.

• Ability to juggle multiple priorities, adapt to changing customer needs, and meet deadlines.

• Capability to work independently and collaborate or escalate issues when necessary.

• Proficiency in providing guidance, mentorship, and support to peers.

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

• Willingness to take part in the On-Call rotation.

• Availability for travel as required.

🏝️ Benefits

• Annual bonus target of 10%, subject to the terms and conditions of the plan.

• Comprehensive benefits package; more details can be found at https://cdw.benefit-info.com/.

• Training and industry-related certifications provided as determined by management.

• Opportunities to engage in client projects and infrastructure enhancements.

• Access to mentorship and peer support within CDW.