CDW · 1 day ago
Engineer, Networking - Smart Hands - Managed Services
Goleta, CA
Full-time
Onsite
Mid Level
$64K/yr - $106K/yr
3+ years expCDW is a leading multi-brand provider of information technology solutions. The role involves managing and maintaining IT infrastructure environments for Managed Services customers, providing on-site support, and ensuring high levels of availability and security of the supported systems.
AnalyticsArtificial Intelligence (AI)Cyber SecurityGraphic DesignHardwareInformation TechnologySoftware
Hiring Manager
Tiffany Phillips
Responsibilities
Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs
Provides on-site support (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
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
Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication
Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met. To provide the required coverage, must be willing to work other 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
Develops 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 solution is implemented as designed to the customer’s satisfaction and approval
Ability to follow through with tasks, projects, and troubleshooting
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 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.)
Responds to all customers professionally and courteously and relays any customer questions or concerns to management
Understand SLAs 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
Tests, evaluates, and develops new products, offerings, and solutions
Conducts training of customers and company employees in both formal and informal environments
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
Works directly with Project Managers and other key stakeholders to update project plans and communicate project status
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
Actively participates in pre-sales activity
As needed, acts as the technical lead for specific technologies
Researches and makes recommendations on infrastructure products, services, and standards in support of procurement and development efforts
Attends training sessions, and obtains industry related certifications as determined by management
Adheres to time compliance and time entry guidelines
Qualification
Required
Bachelor's degree and 3 years of IT infrastructure experience, OR
7 years total IT engineering experience, including 3 years of IT infrastructure engineering experience
Demonstrated knowledge of various technologies
Demonstrated basic network problem determination and resolution skills
Ability and drive to further technical education through achieving certification and training plans specific to relevant technologies
Ambition and desire to obtain role specific certifications
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 basic 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
Preferred
Experience with various Monitoring and ticketing systems, a plus
Experience in a large data center environment, a plus
2 Years Managed Services Experience, a plus
Currently holds certifications in primary area of technical expertise, a plus
Demonstrated knowledge of Cisco hardware, Firewall Hardware, Nexus Hardware, Multi-vendor Hardware and Microsoft programs, a plus
Company
CDW
At CDW, we know how to make technology work so people can do great things.
10001+ employees
H1B Sponsorship
CDW has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (59)
2024 (49)
2023 (37)
2022 (86)
2021 (44)
2020 (19)
Funding
Current Stage
Public CompanyTotal Funding
$58.74M2015-08-01Post Ipo Equity· $58.74M
2013-06-27IPO
2008-07-31Series Unknown
Leadership Team
Christine Leahy
President & CEO
Sanjay Sood
Chief Technology Officer
Recent News
2025-12-24
2025-12-03
2025-12-02
Company data provided by crunchbase