Engineer Managed Services

Overview

Provide Microsoft infrastructure support for Managed Services customers, with a strong focus on Copilot, Microsoft 365, and related Microsoft technologies, in a reactive break/fix, case-based support environment.

What you'll do

• Serve as a trusted technical support resource for customers experiencing Microsoft infrastructure and cloud issues.
• Troubleshoot, diagnose, and resolve issues involving Copilot, Microsoft 365, Microsoft Core Infrastructure, and related Microsoft technologies.
• Assess customer issues quickly, identify root causes, and drive assigned cases through resolution.
• Manage service requests through a case queue, review assignments daily, and provide accurate and timely status updates.
• Document troubleshooting steps, resolutions, customer communications, incident details, and change activity in the appropriate tracking systems.
• Collaborate with peers and cross-functional teams to resolve complex technical issues and share knowledge.
• Engage Microsoft support when additional product expertise or escalation assistance is required.
• Provide detailed, clear, and professional communication to internal and external customers through written, verbal, and virtual channels.
• Clearly articulate technical problems, business impact, next steps, and solutions to customers and stakeholders.
• Understand service-level agreements in a production environment and work to meet customer commitments.
• Participate in an On-Call rotation supporting critical systems.
• Participate in customer calls and work with account management personnel in support of the client relationship.
• Contribute to technical documentation, procedures, knowledge articles, templates, proposals, and training materials.
• Participate in client projects and infrastructure improvements as assigned.
• Mentor and support peers within the team and across CDW.
• Attend training and obtain industry-related certifications as determined by management.
• Manage multiple priorities, follow through on commitments, and complete tasks and projects on time.
• Communicate unanticipated events, risks, schedule changes, or technical concerns to the Engineering Manager.
• Identify potential customer needs or cross-selling opportunities and communicate them to the appropriate sales or account team.
• Adhere to time-entry, compliance, policy, and procedural requirements.

What you'll need

• Bachelor's degree and 3+ years of engineering support experience, OR 7 years of engineering support experience.
• 3+ years of Microsoft support experience.
• Hands-on experience supporting Microsoft technologies, with strong knowledge of Copilot and Microsoft 365.
• Experience supporting one or more related technologies, such as Azure, Exchange, Windows Server, Active Directory, SCCM, or Intune.
• Professional experience in customer service, requirements gathering, task execution, troubleshooting, problem solving, and sound judgment around crisis escalation.
• Experience working in a ticket-driven or case-based support environment.
• Ability to establish customer trust and confidence through technical knowledge, responsiveness, and an understanding of customer business needs.
• Strong organizational, analytical, documentation, and problem-solving skills.
• Excellent verbal and written communication skills, with the ability to interact effectively with customers, coworkers, and stakeholders.
• Ability to balance multiple priorities, adapt to changing customer needs, and meet deadlines in a fast-paced environment.
• Ability to work independently while knowing when to collaborate, ask for assistance, or escalate.
• Team-oriented approach with the ability to provide guidance, mentorship, and peer support.
• Ability to consistently follow policies, procedures, instructions, and service commitments.
• Ability to participate in the On-Call rotation.
• Ability to travel as needed.

Nice to have

• 8+ years of Microsoft support engineering experience.
• Depth of experience in Copilot and customer-facing Microsoft 365 issue resolution.
• Microsoft certifications in Copilot, Microsoft 365, Azure, Exchange, or related technologies.
• Managed Services experience.
• Experience working directly with Microsoft support to resolve complex cases.

Details

• Location: Remote, USA.
• Global team provides primary 24 x 7 coverage, with U.S. engineers providing secondary coverage when additional capacity is needed.
• Pay range: $77,725 - $108,265 depending on experience and skill set; salary ranges may be subject to geographic differentials.
• Annual bonus target of 10%, subject to terms and conditions of plan.