Sr Engineer Microsoft Dynamics 365-Managed Services

Description

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.

The primary purpose of this position is to support and advise on IT infrastructure and Cloud environments for Managed Services customers, which may include, but are not limited to:
Windows operating systems and associated software/services; virtualized systems, database systems, Microsoft Cloud platforms. This position ensures high levels of availability and security of the supported systems and business applications. This position will focus on reactive troubleshooting and proactive advisory services for Microsoft products and platforms through consistent and concise communications with Managed Services customers.

• Provide detailed and effective communication to internal coworkers and external customers.
• Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication.
• Member of On-Call rotation to provide 24x7x365 support to critical systems and ensure availability objectives are met. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime.
• Design, plan and implement solutions using the latest technology.
• 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 appropriate document templates.
• Ensure solution is implemented as designed to the customer's satisfaction and approval.
• Ability to follow through with tasks, projects, and troubleshooting.
• Handles several tasks simultaneously (ie: presales, troubleshooting, responds to emergencies).
• Communicates with Engineering Manager on all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
• Understand SLOs in a production environment and proactively strive to meet the commitments.
• Collaborate and support cross‑functionally with Customer Success, Project Management, R&D, and Sales.
• Develop, document, maintain and contribute to written proposals, technical documentation, procedures, templates, and training.
• Review assigned service requests daily, follow up and provide status updates to clients; ensure data pertaining to the status of service request is entered into the problem tracking systems accurately and promptly to provide an up‑to‑date picture of service delivery status and backlog.
• Addresses and updates customer incident tickets and change orders, providing internal management and customer account managers with status information.
• Works with account management personnel to participate on conference calls and perform tasks in support of the client relationship.
• As requested, assists on pre‑sales support activities.
• Researches and makes recommendations on infrastructure products, services, and standards in support of procurement and development efforts.
• Mentor and support peers within the team and cross‑functionally within CDW.
• Attends training sessions, and obtains industry related certifications as determined by management.
• Adheres to time compliance and time entry guidelines.
• Follows 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.
• Review, create and execute test plans to meet support requirements for assigned cases.
• Provide innovative technical solutions to complex hardware/software problems.
• Design and implement complex solutions, including automation and technology, to streamline processes and build efficiency.
• Develops reusable assets (templates,…