Network Engineer - Managed Services

3 days ago

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CDW

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Security • Cybersecurity • Health Tech • Retail Tech • Small Business Tech

10,000+ employees

Founded 1984

🏢 Enterprise

☁️ SaaS

🔒 Cybersecurity

💰 Post-IPO Equity on 2015-07

Description

• The primary purpose of this position is to manage and maintain IT infrastructure environments for Managed Services customers, which may include, but are not limited to: Enterprise data storage systems, mainframe, midrange, Windows, and/or Unix/Linux systems and associated software; network infrastructure environments; virtualized systems, database systems, and security tools. • This position will focus on the operational stability and maintenance of virtualized and physical infrastructure in customer and/or hosted data center environments. • Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs. • 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 weekends, holidays, and overtime. • 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 technical solutions to complex hardware/software problems. • 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 the 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. • 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.). • Handle several tasks simultaneously (ie: pre-sales, troubleshoots, responds to emergencies). • Communicate with Engineering Manager on all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes). • Respond to all customers professionally and courteously and relays any customer questions or concerns to manager. • 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. • 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. • Work directly with Project Managers to update project plans and communicate project status. • Address and update customer incident tickets and change orders, providing internal management and customer account managers with status information. • Work with account management personnel to participate on conference calls and perform tasks in support of the client relationship. • As requested, assist on pre-sales support activity. • Research and make recommendations on infrastructure products, services, and standards in support of procurement and development efforts. • Mentor and support peers within your team and cross-functionally within CDW. • Attend training sessions, and obtain industry related certifications as determined by management. • Adheres to time compliance and time entry guidelines.

Requirements

• Bachelor’s degree and 3 years of Network Engineering experience, OR 7 years total of engineering experience, including 3 years of Network engineering experience. • Hands-on experience with Cisco switches, routers and firewalls. • Professional experience to include customer service, requirements gathering, task execution, problem solving, sound judgement around crisis escalation. • Professional experience in IT dealing with one or more infrastructure solutions supported by the Managed Services practice (Networking Infrastructure, Enterprise Storage, Mainframe, Midrange, Windows, and/or Unix/Linux systems, virtualization technologies, monitoring infrastructure, databases, and/or security tools). • Capable of resolving critical issues in a time sensitive manner, cognizant of requisite service levels. • 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. • Critical attention to detail and solid creative problem solving skills. • Ability to perform intermediate 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. • Excellence verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders. • Ability to prioritize work and handle multiple tasks simultaneously in a fast paced, diverse and growth-oriented environment. • Must know when to ask for assistance. • Must be approachable, teachable, a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment. • 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. • 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. • Managed Services Experience, a plus. • Some professional work experience in a number of the following technologies and professional and technical areas, a plus: Hardware: Switches – Cisco IOS and CatOS platforms; Cisco 2950, 2960, 3500, 3700, 4500, 6500. Cisco Data Center platforms; Nexus 1000, 5000, 7000, UCS 6000. Cisco SDN platforms; Nexus 1000v, ASA 1000v, CSR 1000v Routers – Cisco IOS and IOS XE platforms; Cisco 2500, 2600, 2800, 3600, 3800, 5300, 7200, ASR Firewalls - Cisco ASA 7.x, 8.x, 9.x. Cisco PIX, FWSM, ASAM. Load Balancers - Cisco ACE, CSS, F5 LTM, F5 GSM WAN Optimization - Riverbed Steelhead, Cisco WAAS Network Technologies/Topologies: WAN - MPLS, MPLS Layer 2/3 VPN’s, Frame-Relay, GRE/IPSEC VPN, VPN, SIP/PSTN services Layer 2 networking - 802.1(D,W,S), Ethernet, PPoE, Ether-Channel Layer 3 networking - IPv4, IPv6, OSPF, EIGRP, RIP (v2), BGP, MP-BGP, PFR, OSPFv3, EIGRPv6, RIPng, Advanced Redistribution, VRF-lite Multicast Networking - Multicast (Sparse + Dense), MSDP, Anycast, Auto-RP, BSR, PIM, SSM Security - CBAC, Zone-Based firewall, Reflex ACL, NAT, IP Source Guard, uRPF, Cisco IPS/IPS, RSA Envision QOS – Congestion avoidance and congestion management. MQC, CBWFQ, LLQ, NBAR, WRED, Auto-QOS VOIP - Cisco voice gateway functionality, SRST Unified Computing/Virtualization - Design, support, configure, upgrade Cisco UCS systems Data Center - FabricPath, FEX, vPC, UCS, FCoE Wireless – Wireless LAN controllers, all LWAP and autonomous AP models, NCS VPN - SSL VPN, IPSec VPN, and DMVPN (phase 1 and 2), EZVPN, Anyconnect. Additional knowledge/skills, a plus: Operating System/utilitiess - Windows 7, Windows 2003 Server, Windows XP Professional, Red Hat Linux, Solaris, DNS, DHCP, Netflow, WireShark. Professional skills - Network drawing tools including MS Visio, presentation skills and experience including MS PowerPoint. Masters assigned discipline within technical offering (ie: Route/Switch, Content Networking, Wireless, Security). CCIE, CCNP, CCDP or equivalent. Hands-on experience in a large Data Center environment. ITIL Foundations Certification.