Maintains client relationships as a trusted Technical Advisor. Serves as focal point for communications between CDW and Managed Services clients, when necessary, using experience and judgment to communicate effectively to all parties.
Conducts/leads design workshops for complex designs to meet customer, business, and technical objectives.
Mentor other engineers to apply engineering background knowledge for Managed Services project design, analysis, and project coordination of services or products.
Research current and emerging technologies, evaluates alternatives, makes recommendations, and presents reports to management.
Develops, improves, and maintains customer presentations, demo instructions, training documentation, templates, and other related collateral.
Enhance, develops, and follows vendor training requirements, certifications and provides guidance, support and education to fellow engineers.
Assists organizational resources to assess the amount of effort required for services engagements and provide technical input for the Scopes/Statement of Work generation
Designs and oversees upgrades to advanced and complex client infrastructure solutions. Transfers technical skills and knowledge to client and peers.
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
Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication
As needed, a 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
Escalation resources of on-call rotation. Support of engineering peers for complex technical issues and business critical situations.
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
Design and implement complex solutions, including automation and technology, to streamline processes and build efficiency.
Conduct expert throughput analysis, problem solving, root cause analysis, and infrastructure planning
Identify and communicate potential opportunities for cross-selling to the sales team
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.)
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.
Tests, evaluates, and develops new products, offerings, and solutions
Conducts training of customers and company employees in both formal and informal environments
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
Addresses and updates customer incident tickets and change orders, providing internal management and customer account managers with status information
What we expect of you
Bachelor’s degree and 7 years of IT engineering experience (including the 5 years large-scale requisite DC experience listed below), OR 11 total years of IT engineering experience, to include a minimum of 5 years large-scale, multi-tenant Data Center environment with enterprise-class planning, design, implementation and support experience 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).
Demonstrated ability to apply technical background and knowledge to business direction and provide real business-based customer outcomes.
Demonstrated ability to develop project plans and schedules to complete complex projects or new solution/product development
Ability to establish customer trust and confidence in the CDW Managed Services knowledge of and concern for customers’ business needs.
Ability to balance multiple priorities simultaneously and adapt to the changing needs of the customers while meeting deadlines.
Strong analytical and problem-solving skills with the ability to perform root cause analysis and drive lasting solutions.
Ability to consistently follow policies and procedures.
Strong communication and documentation skills.
Exceptional communication and interpersonal skills, with the ability to build relationships and collaborate effectively with colleagues, customers, and leadership teams including C-Level executives.
Demonstrated ability to work independently.
Ability to work with a team and provide guidance, mentorship, and support of peers.
Strong time management skills and ability to meet deadlines.
Demonstrates and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
Working knowledge in a number of the following technology areas
Scripting Coding skill set: Python, Bash, Perl, Ruby, TCL
Hardware
Switches – Cisco, Juniper, Arista, Aruba
Routers – Cisco, Juniper, Arista, Aruba
Firewalls - Cisco ASA/FTD, Palo Alto
Load Balancers - Cisco ACE, CSS, F5 LTM, F5 GSM, Citrix
WAN Optimization - Riverbed Steelhead and 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 – Cisco Wireless LAN controllers, lightweight and autonomous AP models, Cisco Prime Infrastructure, MSE, Aruba and Meraki
VPN - SSL VPN, IPSec VPN, and DMVPN (phase 1 and 2), EZVPN, Anyconnect
Ability to travel as needed.
Experience in a large data center environment, a plus.
5 Years Managed Services Experience, a plus.
Current Cisco CCNP certifications required; Cisco CCIE certification, a plus.
Industry-recognized technical certifications in related disciplines, a plus.
Pay range: $126,000.00 - $193,200.00 depending on experience and skill set
Annual bonus target of 10% subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials
CDW is committed to being an AI-fluent organization We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.
Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
About Us
CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.
As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.
Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
