Sr Engineer-Microsoft Dynamics

Job Summary

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.

What you will do:

• 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, tools, etc.) for the Managed Services practice

• Provide high quality content deliverables using the appropriate document templates

• Serve as technical lead for customer engagements

• Assist Professional Services team when required with client including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.

• Complete support tasks on a timely basis, according to commitments made to stakeholders and management

• Responds to all customers professionally and courteously and relays any customer questions or concerns to manager

• Tests, evaluates, and develops new products, offerings, and solutions

• Conducts training of customers and company employees in both formal and informal environments

• As needed, acts as the technical lead for specific technologies

What we expect of you:

• Bachelor's degree and 5 years of IT infrastructure engineering experience, OR

• 9 total years of IT engineering experience, including 5 years of infrastructure engineering experience.

• IT engineering work experience dealing with one or more infrastructure solutions supported by the Managed Services practice (Windows operating systems and associated software/services; virtualized systems, database systems, Microsoft Cloud platforms)

• Ability and drive to further technical education through achieving certification and training plans specific to relevant technologies

• Ability to establish customer trust and confidence in the CDW Managed Services knowledge of and concern for customers' business needs.

• History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines.

• Ability to perform advanced root cause analysis.

• Strong organizational, analytical, and problem-solving skills.

• Customer Service focused and a high level of professionalism.

• Ability to consistently follow policies and procedures.

• Strong communication and documentation skills.

• Excellent verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, including senior leadership

• Ability to prioritize work and handle multiple tasks simultaneously in a fast paced, diverse, and growth-oriented environment.

• Demonstrates ability to work independently and be self-sufficient

• Ability to work as a team and provide guidance, mentorship, and support of peers.

• Must have good time management skills and be able to meet rigid and urgent assignment schedules.

• Ability to understand, remember, and apply oral and/or written instructions or other information.

• Ability to organize thoughts and ideas into understandable terminology. Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines.

• Ability to travel as needed.

• Demonstrates ability to develop strong customer relationships and trust to secure future business.

• Demonstrates ability to achieve high levels of customer satisfaction.

• Demonstrates and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.

• Experience in a large data center environment a plus.

• 3 Years Managed Services Experience a plus.

• Currently holds certifications in primary area of technical expertise a plus.

• Dynamics 365 support experience (Business Central, Sales, Finance, etc.)

• Dynamics 365 certification(s), a plus

• Pay range: $ 85,000 - $ 148,190 depending on experience and skill set
  Annual bonus target of 10% subject to terms and conditions of plan
  Benefits overview: https://cdw.benefit-info.com/
  Salary ranges may be subject to geographic differentials #LI-CM3