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. Fueled by our shared passion and expertise, CDW delivers innovative technology solutions for our customers. We're also committed to fostering an environment that embraces collaboration, celebrates integrity, inclusivity, and individuality, and paves the path for personal and professional growth. Experience a life in balance and join us on the journey forward. 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 ensures high levels of availability and security of the supported systems and business applications. This position will focus on the operational stability and maintenance of virtualized and physical infrastructure in customer and/or hosted data center environments. What you will do: 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 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 manager Understand SLAs in a production environment and proactively strive to meet the commitments Collaborate and support cross-funct