Description Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future.A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges. 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. This role is a night shift position, with typical hours of 7:00 pm - 7:00 am, and a rotating schedule that includes some weekend work. Key Areas of Responsibility The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists. Primary Duties & Responsibilities Service Delivery - 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 system 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 - Study, interpret, and develop a thorough understandings 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 operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented Design Engineer 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 the Operations Specialist, Sr. Analyst and Managed Services Continuous Improvement team on creation/streamlining of support processes. Leadership 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 work flows, coverage model changes, and implementation of new tools and technology. Education and/or Experience Qualifications One of the following: Applicable Operations work experience in a "Managed Services" environment, OR Associate's degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, OR Two (2) years college coursework in a technical field