Engineer - Managed Services - Backup & Recovery

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.

Job Summary:

CDW’s vision is to be THE national provider of Managed Services. We’ll achieve this reputation by continuing to delight our customers and being the employer of choice for Managed Services. Engineers at CDW are responsible for the development and delivery of our Managed Services offerings. Engineers apply the necessary technical breadth to providing top level technical support services and operational leadership, including problem resolution, and technical change implementation for Managed Services clients. Engineers at CDW are smart, hardworking individuals with top level experience and enjoy working on highly visible, technically challenging projects and service offerings. They are high caliber, well rounded professionals who are passionate about emerging technology, with exceptional customer service and communication skills.

What you will do:

• Understand and Deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog, and can performs tasks necessary to fulfill service level agreements with customers regarding backup success rates, backup run times, and overall backup and recovery support performance
• Provide technical support services and consulting to Managed Services clients to meet their business needs.
• Conduct throughput analysis, problem solving, and infrastructure planning.
• Clearly and concisely articulate problems and solutions for issues to clients both over the phone, via e-mail and in person.
• Provide detailed and effective communication to internal and external customers, and enforces through system procedures, backup and recovery policies
• Participate in various client projects intended to continually improve/upgrade technology.
• Create and execute test plans to meet project requirements for assigned components.
• Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
• Follows change control, incident response, and testing processes for modifications to backup or restore jobs, schedules and applicable software updates
• Creates required reports in response to business user needs
• Develops, documents, and maintains policies, procedures and associated training plans for backup and recovery administration and appropriate use; using the appropriate document templates
• Anticipates, mitigates, identifies, responds to, and resolves issues with backup jobs, …