The primary purpose of this position is to provide Microsoft core infrastructure support for Managed Services customers, with a strong focus on on-premises technologies including Windows Server, Active Directory, domain controllers, Group Policy, SCCM, and related Microsoft infrastructure. Cloud experience is valuable as a secondary skill set but is not the primary focus of this role. This role operates in a reactive break/fix support model. The Engineer works directly with multiple customers in a fast-paced, case-based environment to assess issues, troubleshoot root causes, drive cases to resolution, and deliver a high-quality customer experience. The position may be based anywhere in the United States, with working hours coordinated to support customer and team needs. 

What You Will Do:

• Serve as a trusted technical support resource for customers experiencing Microsoft core infrastructure issues. 
• Troubleshoot, diagnose, and resolve issues involving Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, SCCM, endpoint management, and related Microsoft technologies. 
• Support hybrid or cloud technologies, including Azure and Microsoft 365, when needed and aligned with the Engineer’s skill set. 
• 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. 
• Communicate technical problems, business impact, next steps, and solutions clearly and professionally to customers and stakeholders. 
• Work directly with multiple customers each day and build trust through responsiveness, technical knowledge, and professional communication. 
• Collaborate with peers and cross-functional teams to resolve complex technical issues and share knowledge. 
• Engage Microsoft support or other technical resources when additional product expertise or escalation assistance is required. 
• 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 We Expect of You:

• Bachelor's degree and 3 years of Microsoft support experience, or 7 years of total IT engineering experience, including 3 years of Microsoft support experience. 
• Hands-on experience supporting Microsoft core infrastructure technologies, including Windows Server, Active Directory, domain controllers, and Group Policy. 
• Depth of experience troubleshooting Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, or SCCM in complex customer environments. 
• Experience working in a ticket-driven, case-based, or reactive break/fix support environment. 
• Customer-facing support experience with the ability to communicate professionally and clearly with multiple customers each day. 
• Professional experience in customer service, requirements gathering, task execution, troubleshooting, problem solving, and sound judgment around crisis escalation. 
• 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. 
• 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 and adjust working hours based on customer or team coverage needs. 
• Ability to travel as needed. 
• Managed Services Provider (MSP) or Managed Services experience supporting multiple customer environments is a plus. 
• Microsoft certifications related to Windows Server, endpoint management, Azure, Microsoft 365, or other relevant Microsoft technologies is a plus. 
• Exposure to Azure, Microsoft 365, or hybrid infrastructure environments is a plus.
  

Compensation and Benefits
Pay range: $77,725 to $108,266, depending on experience and skill set
Salary ranges may be subject to geographic differentials.
Annual bonus target of 10%, subject to the terms and conditions of the plan.
Benefits overview: https://cdw.benefit-info.com/