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.
* Job Summary
* The primary purpose of this position is to perform technical tasks, which are related to the coordination, operation, monitoring, and repair of assigned backup and recovery-related technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists.
* What you will do:
* Service Delivery - 60% Job Weight
* Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business needs.
* Delivers services within defined SLAs and security/compliance requirements.
* Completes/ensures completion of daily operational documentation and transfers knowledge to next shift.
* Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate.
* Completes assigned customer workload, including, but not limited to, monitoring and investigating backup job alerts and events and assigning resources appropriately.
* Ensures issues are communicated to customers in a timely and effective manner.
* Interfaces with customers, various managed services staff personnel, and third-party vendors to resolve issues.
* Analysis - 15% Job Weight
* Study, interpret, and develop a thorough understanding of incidents, problems, and opportunities through systematic analysis.
* Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement.
* Review business processes within area of responsibility for ability to address customer needs, identifying areas where processes need to be enhanced or better documented.
* Coordination - 15% Job Weight
* Coordinate and contribute to the development of tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions.
* Partner with stakeholders on creation/streamlining of support processes.
* Leadership
* 10%
* Job
* Weight
* Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making.
* Hold self and others accountable for quality & timeliness of work products.
* Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely manner. Ensure understanding, listen to concerns, and relay team feedback to management.
* Constructively communicate process improvement opportunities such as, but not limited to customer support documentation, support workflows, coverage model changes and implementation of new tools and technology.
* What we expect of you:
* Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, and at least 6 months of Information Technology work experience
* OR
* 2 years college coursework in a technical field, and at least 6 months of Information Technology work experience,
* OR
* 2 years total Information Technology experience, to include 6 months of Information Technology work experience.
* The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays and overtime.
* Demonstrated ability in the following:
* Accountability and result oriented.
* Attention to detail.
* Collaborating 360 degrees.
* Adaptability and flexibility in dealing with people and unexpected situations.
* Multi-tasking and working under minimal supervision.
* Proficient verbal and written communication skills.
* Excellent customer service skills.
* Establishing positive working relationships and working as a team player.
* Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc.).
* Experience in monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar.
* Experience in help desk applications such as ServiceNow, Service Desk Express (SDE), Remedy, Heat, or similar.
* Experience with at least 1 of the following backup/recovery platforms: Commvault, EMC DPS (Networker, Avamar, Data Domain), Cohesity, Rubrik, Veritas NetBackup, TSM, Veeam a plus
* Experience in a managed services environment, a plus. Pay Range: $24.39/hour - $38.93/hour, depending on experience and skill set. Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
