Microsoft Infrastructure Support Engineer

The primary purpose of this position is to provide Microsoft core infrastructure support for Managed Services customers, with a strong focus on on-premises technologies including Windows Server, Active Directory, domain controllers, Group Policy, SCCM, and related Microsoft infrastructure. Cloud experience is valuable as a secondary skill set but is not the primary focus of this role. This role operates in a reactive break/fix support model.

The Engineer works directly with multiple customers in a fast-paced, case-based environment to assess issues, troubleshoot root causes, drive cases to resolution, and deliver a high-quality customer experience. The position may be based anywhere in the United States, with working hours coordinated to support customer and team needs.

• Serve as a trusted technical support resource for customers experiencing Microsoft core infrastructure issues.
• Troubleshoot, diagnose, and resolve issues involving Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, SCCM, endpoint management, and related Microsoft technologies.
• Support hybrid or cloud technologies, including Azure and Microsoft 365, when needed and aligned with the Engineer’s skill set.
• Assess customer issues quickly, identify root causes, and drive assigned cases through resolution.
• Manage service requests through a case queue, review assignments daily, and provide accurate and timely status updates.
• Document troubleshooting steps, resolutions, customer communications, incident details, and change activity in the appropriate tracking systems.
• Communicate technical problems, business impact, next steps, and solutions clearly and professionally to customers and stakeholders.
• Work directly with multiple customers each day and build trust through responsiveness, technical knowledge, and professional communication.
• Collaborate with peers and cross-functional teams to resolve complex technical issues and share knowledge.
• Engage Microsoft support or other technical resources when additional product expertise or escalation assistance is required.
• Understand service-level agreements in a production environment and work to meet customer commitments.
• Participate in an on-call rotation supporting critical systems.
• Participate in customer calls and work with account management personnel in support of the client relationship.
• Contribute to technical documentation, procedures, knowledge articles, templates, proposals, and training materials.
• Participate in client projects and infrastructure improvements as assigned.
• Mentor and support peers within the team and across CDW.
• Attend training and obtain industry-related certifications as determined by management.
• Manage multiple priorities, follow through on commitments, and complete tasks and projects on time.
• Communicate unanticipated events, risks, schedule changes, or technical concerns to the Engineering Manager.
• Identify potential customer needs or cross-selling opportunities and communicate them to the appropriate sales or account team.
• Adhere to time-entry, compliance, policy, and procedural requirements.

• 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.
• Hands-on experience supporting Microsoft core infrastructure technologies, including Windows Server, Active Directory, domain controllers, and Group Policy.
• Depth of experience troubleshooting Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, or SCCM in complex customer environments.
• Experience working in a ticket-driven, case-based, or reactive break/fix support environment.
• Customer-facing support experience with the ability to…