Engineer, Networking - Smart Hands - Managed Services

Engineer, Networking – Smart Hands – Managed Services

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed.

We’re proud to share our story and Make Amazing Happen at CDW.

This role also involves providing on‑site Smart Hands support for remote equipment maintenance, changes and installation at designated locations and/or data center. It requires the ability to work onsite at the Goleta, CA data center and various regional locations. The primary purpose of this position is to manage and maintain IT infrastructure environments for Managed Services customers, which may include enterprise data storage systems, mainframe, midrange, Windows and/or Unix/Linux systems and associated software;

network infrastructure environments; virtualized systems, database systems, and security tools. This position ensures high levels of availability and security of the supported systems and business applications, focusing on the operational stability and maintenance of virtualized and physical infrastructure in customer and/or hosted data center environments.

• Provide implementation, upgrades, tuning, backups, restores, user management and other technical support services to Managed Services clients to meet their business needs.
• Provide on‑site Smart Hands support for remote equipment maintenance, changes and installation. Duties may include data center operational activities, patching, data closet support, remote site support (urgent care clinics, satellite clinical facilities, etc.), wireless access point support, break/fix support, vendor coordination, and connectivity support.
• Follow change control, incident response, and testing processes.
• Understand and deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog.
• Provide detailed and effective communication to internal and external customers.
• Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication.
• Be a member of the on‑call rotation to provide 24×7 support to critical systems and ensure availability objectives are met. Must be willing to work additional shifts including after‑hours, weekends and holidays.
• Participate and lead various client projects intended to continually improve/upgrade technology infrastructures.
• Review, create and execute test plans to meet project requirements for assigned components.
• Provide innovative technical solutions to complex hardware/software problems.
• Design, plan and implement solutions using the latest technology.
• Design and implement complex solutions, including automation and technology, to streamline processes and build efficiency.
• Develop reusable assets (templates, tools, etc.) for the Managed Services practice.
• Conduct throughput analysis, problem solving, root cause analysis, and infrastructure planning.
• Identify and communicate potential opportunities for cross‑selling to the sales team.
• Provide high‑quality content deliverables using the appropriate document templates.
• Serve as technical lead for customer engagements.
• Ensure the solution is implemented as designed to the customer’s satisfaction and approval.
• Follow through with tasks, projects, and troubleshooting.
• Assist the Professional Services team when required with client assessments and recommendations for architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
• Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
• Perform scopes of work as detailed in implementation plans assigned (system builds, test plans, documentation, training, etc.).
• Respond to all customers professionally and courteously and relay any customer questions or concerns to management.
• Understand SLAs in a production environment and proactively strive to meet the…