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Infrastructure Services Specialist

2 months ago

Oregon, Illinois, United States CDW Full time

Elevate your IT career with CDW, where your skills can make a significant difference, and you can be motivated by our mission while looking forward to your professional journey.

As a prominent player in the Fortune 200, we are the dedicated professionals and technology specialists that organizations rely on to address their IT challenges.

Position Overview

The main objective of this role is to oversee and sustain IT infrastructure environments for Managed Services clients. This may encompass, but is not limited to: enterprise data storage solutions, mainframe systems, midrange computing, Windows, and/or Unix/Linux platforms along with their associated software; network infrastructure; virtualized environments; database systems; and security applications.

This role emphasizes the operational integrity and upkeep of both virtual and physical infrastructure within customer and/or hosted data center settings.

Key Responsibilities
  • Deliver clear and effective communication to both internal and external stakeholders.
  • Articulate issues and solutions to clients through various communication channels.
  • Participate in an on-call rotation to provide 24/7 support for critical systems, ensuring availability targets are achieved. Flexibility to work various shifts, including weekends and holidays, is required.
  • Lead and engage in various client projects aimed at enhancing and upgrading technology infrastructures.
  • Review, develop, and execute test plans to fulfill project specifications for assigned components.
  • Provide technical resolutions to intricate hardware and software challenges.
  • Design, strategize, and implement solutions utilizing cutting-edge technology.
  • Conduct performance analysis, problem resolution, root cause analysis, and infrastructure planning.
  • Identify and relay potential cross-selling opportunities to the sales team.
  • Produce high-quality documentation using the appropriate templates.
  • Ensure solutions are implemented as designed, meeting customer satisfaction and approval.
  • Follow through on tasks, projects, and troubleshooting efforts.
  • Complete assignments punctually, adhering to commitments made to stakeholders and management.
  • Execute scopes of work as outlined in assigned implementation plans (system builds, test plans, documentation, training, etc.).
Additional Responsibilities

Handle multiple tasks concurrently (e.g., pre-sales, troubleshooting, responding to emergencies).

Communicate with the Engineering Manager regarding unforeseen events (new product requirements, equipment failures, design modifications, schedule adjustments).

Respond to all customer inquiries professionally and courteously, relaying any questions or concerns to management.

Understand Service Level Agreements (SLAs) in a production environment and proactively strive to meet commitments.

Collaborate and support cross-functionally with Customer Success, Project Management, R&D, and Sales teams.

Develop, document, maintain, and contribute to written proposals, technical documentation, procedures, templates, and training materials.

Review assigned service requests daily, follow up, and provide status updates to clients; ensure accurate and timely data entry into problem tracking systems to maintain an up-to-date view of service delivery status and backlog.

Work directly with Project Managers to update project plans and communicate project status.

Address and update customer incident tickets and change orders, providing internal management and customer account managers with status information.

Assist account management personnel in conference calls and perform tasks to support client relationships.

As needed, assist with pre-sales support activities.

Research and recommend infrastructure products, services, and standards to support procurement and development efforts.

Mentor and support colleagues within your team and across CDW.

Participate in training sessions and obtain industry-related certifications as determined by management.

Adhere to time compliance and time entry guidelines.

Expectations

Qualifications:

  • Bachelor's degree and 3 years of Microsoft support experience, or 7 years of total IT engineering experience, including 3 years of Microsoft support experience with products such as M365, Azure, or Exchange.
  • Professional experience should include customer service, requirements gathering, task execution, problem-solving, and sound judgment in crisis situations.
  • Experience in IT with one or more infrastructure solutions supported by the Managed Services practice (Networking Infrastructure, Enterprise Storage, Mainframe, Midrange, Windows, and/or Unix/Linux systems, virtualization technologies, monitoring infrastructure, databases, and/or security tools).
  • Ability to build customer trust and confidence in CDW's Managed Services expertise and commitment to customer business needs.
  • Proven ability to manage multiple priorities while adapting to changing customer needs and meeting deadlines.
  • Intermediate root cause analysis skills.
  • Strong organizational, analytical, and problem-solving abilities.
  • Customer service-oriented with a high level of professionalism.
  • Consistent adherence to policies and procedures.
  • Excellent verbal and written communication skills, capable of effectively interacting with all colleagues and stakeholders.
  • Ability to prioritize tasks and manage multiple responsibilities in a fast-paced, diverse, and growth-oriented environment.
  • Demonstrated ability to work independently and be self-sufficient.
  • Team-oriented with a willingness to provide guidance, mentorship, and support to peers.
  • Approachable, teachable, and a team player with a strong desire to continue learning in a rapidly evolving technical landscape.
  • Strong time management skills to meet strict and urgent deadlines.
  • Ability to comprehend, retain, and apply oral and/or written instructions or other information.
  • Ability to organize thoughts and ideas into clear and understandable terms.
  • Ability to apply common sense in job performance and follow basic instructions and guidelines.
  • Proven ability to cultivate strong customer relationships and trust to secure future business.
  • Demonstrated commitment to achieving high levels of customer satisfaction.
  • Active promotion of CDW's mission through behaviors consistent with the CDW Way.
  • Experience in a large data center environment is a plus.
  • Microsoft Certifications such as Azure, M365, or Exchange are advantageous.
  • Experience in Managed Services is a plus.
About CDW

CDW is a leading technology solutions provider serving business, government, education, and healthcare organizations worldwide. Our influence can be seen in technology across more than 250,000 companies, from emerging startups to global enterprises.

With a comprehensive range of products and services, we can accommodate requests of any size.

What you can expect from us: a culture that values coworkers and careers.

At CDW, we are not just the People Who Get IT; we are the People Who Understand People. Our relationships are built on deep expertise and the principles of the CDW Way. Our empowering leadership fosters collaboration and inspires teams to achieve their best. You will work alongside inspiring colleagues who possess positive, success-driven attitudes, allowing you to learn and build strong relationships. Bring your authentic self and your best ideas to CDW, as diverse perspectives lead to better problem-solving and solutions for our customers in a rapidly changing technology landscape.

We are an Equal Opportunity Employer, including disability and protected veteran status.

Benefits Overview

For more information on our benefits, please visit our official website.