CDW’s vision is to be the best national provider of Advanced Technology Solutions. We will achieve this reputation by continuing to delight our customers and being the employer of choice for Advanced Technology Solutions. Engineers at CDW are smart, hard-working engineers with top-level experience and enjoy working on highly visible, technically challenging projects and offerings. We are looking for high-caliber, well-rounded professionals who are passionate about emerging technology, projects and consulting.
The incumbent of this role will:
Specialize in Cisco UC network technologies and be primarily responsible for providing top level technical leadership, including problem resolution, and technical change implementation for Managed Services clients.
Responsible for the implementation and long term operations of our Managed UC customers.
This is a second level position providing consulting and support to Managed Services clients.
Provide innovative technical solutions to complex hardware/software problems.
Minimize client productivity loss caused by technology outages.
Provide the necessary support and consulting for clients to meet their business needs. Evaluate existing issues and recommend alternatives.
Assist in creating and documenting policies and procedures.
Provide ongoing information to management, clients, and peers regarding health of the environment, enhancements, innovations and solutions.
Schedule and coordinate installation and maintenance of standard software/hardware on the network and ensures compatibility of all communications and computer hardware/software.
Provide detailed and effective communication to internal team and clients.
Understand SLAs in a production environment and proactively strive to meet the commitments.
Work directly with customers and vendors to identify innovative solutions and actively apply those solutions. Follow through on issues with vendors for a timely resolution.
Off-hours on-call support is required on a rotating basis, and occasionally necessary to support weekend and night work based on business load and project timeline requirements. Also on-call for unscheduled or urgent events outside of business hours is expected.
Provide support to Service Account Managers, Project Managers and product developers.
Represent Managed Services team in planning meetings and client meetings.
Recommend purchase of products or services necessary to support the test lab and client technical environments.
Contribute to written proposals and technical documentation.
Reproduce and identify problems in the Engineering test labs.
Alert management, help desk team, and other IT groups when sensitive issues arise or a major problem is suspected.
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.
Develop a working knowledge of an assigned group of client network topologies.
Research emerging network technologies and make recommendations based on future business needs of CDW Managed Services and the clients.
Working knowledge of UC technology products from Cisco.
Knowledge of UC topologies including Call Manager, Unity, Gateway IOS, IPCC Express.
Working knowledge of IPCCE
Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels.
Ability to establish customer trust and confidence in the network operations center’s knowledge of and concern for customers’ business needs.
Ability to perform intermediate root cause analysis.
Hands-on experience in a large Data Center environment is beneficial.
Strong organizational, analytical, and problem solving skills.
Customer Service focused and a high level of professionalism.
Ability to consistently follow policies and procedures.
CCNA required. CCNP or CCIE preferred.
Strong communication and documentation skills.
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.
Bachelor’s degree in Telecommunications, Computer Science, Engineering, or related discipline, or an equivalent combination of education and experiences.
Experience in planning, deployment, and operational support of advanced technologies and applications.
Passion for technology demonstrated by success in a technical field, technology-related internships, or by technology-focused, extra-curricular activities.
Demonstrated complex problem solving, inductive reasoning, critical thinking, and problem sensitivity at work and in personal circumstances.
Strong work ethic demonstrated by a successful work track record.
Strong technical aptitude demonstrated by successful completion of technical certifications, individual mastery of technical topics, or by success in technology-related internships.
Drive for success demonstrated by consistent high achievement in personal and academic endeavors.
Ability to effectively communicate with clients and end users.
CDW values everyone’s unique contributions, regardless of age, gender, ethnic origin, sexual orientation, disability, or religious beliefs and is an Equal Opportunity Employer.
Yes, 10 % of the Time
CDW - 18 months ago
CDW is a leading provider of technology solutions for business, government, education and healthcare. Ranked No. 31 on Forbes’ list of...