{"id":3657906,"url":"https://alion.io/job/cdw-engineer-managed-services","title":"Engineer Managed Services","company":{"id":18032,"name":"CDW","domain":"cdw.com","url":"https://alion.io/company/cdw-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":77725,"max":108265,"currency":"USD","period":"year","gross":null,"usd_annual":108265},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Copilot","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-11-02T23:06:18Z","employer_posted_date":null,"last_verified_at":"2026-11-02T23:06:18Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"Job Summary:\nThe primary purpose of this position is to provide Microsoft infrastructure support for Managed Services customers, with a strong focus on Copilot, Microsoft 365, and related Microsoft technologies. The Engineer diagnoses and resolves customer issues in a fast-paced, case-based support environment while delivering a high-quality customer experience. This role supports a reactive break/fix service model, working directly with customers to assess issues, drive cases to resolution, collaborate with peers, and engage with Microsoft when additional expertise is required.\n\nWhat You Will Do:\nServe as a trusted technical support resource for customers experiencing Microsoft infrastructure and cloud issues.\n\nTroubleshoot, diagnose, and resolve issues involving Copilot, Microsoft 365, Microsoft Core Infrastructure, and related Microsoft technologies.\n\nAssess customer issues quickly, identify root causes, and drive assigned cases through resolution.\n\nManage service requests through a case queue, review assignments daily, and provide accurate and timely status updates.\n\nDocument troubleshooting steps, resolutions, customer communications, incident details, and change activity in the appropriate tracking systems.\n\nCollaborate with peers and cross-functional teams to resolve complex technical issues and share knowledge.\n\nEngage Microsoft support when additional product expertise or escalation assistance is required.\n\nProvide detailed, clear, and professional communication to internal and external customers through written, verbal, and virtual channels.\n\nClearly articulate technical problems, business impact, next steps, and solutions to customers and stakeholders.\n\nUnderstand service-level agreements in a production environment and work to meet customer commitments.\n\nParticipate in an On-Call rotation supporting critical systems. The global team provides primary 24 x 7 coverage, with U.S. engineers providing secondary coverage when additional capacity is needed.\n\nParticipate in customer calls and work with account management personnel in support of the client relationship.\n\nContribute to technical documentation, procedures, knowledge articles, templates, proposals, and training materials.\n\nParticipate in client projects and infrastructure improvements as assigned.\n\nMentor and support peers within the team and across CDW.\n\nAttend training and obtain industry-related certifications as determined by management.\n\nManage multiple priorities, follow through on commitments, and complete tasks and projects on time.\n\nCommunicate unanticipated events, risks, schedule changes, or technical concerns to the Engineering Manager.\n\nIdentify potential customer needs or cross-selling opportunities and communicate them to the appropriate sales or account team.\n\nAdhere to time-entry, compliance, policy, and procedural requirements.\n\nWhat We Expect of You:\nEducation and ExperienceBachelor's degree required and 3+ years of experience engineering support OR, 7 years of engineering support experience required.\n3+ years of Microsoft support experience.\nHands-on experience supporting Microsoft technologies, with strong knowledge of Copilot and Microsoft 365.\nExperience supporting one or more related technologies, such as Azure, Exchange, Windows Server, Active Directory, SCCM, or Intune.\nProfessional experience in customer service, requirements gathering, task execution, troubleshooting, problem solving, and sound judgment around crisis escalation.\nExperience working in a ticket-driven or case-based support environment.\nAbility to establish customer trust and confidence through technical knowledge, responsiveness, and an understanding of customer business needs.\nStrong organizational, analytical, documentation, and problem-solving skills.\nExcellent verbal and written communication skills, with the ability to interact effectively with customers, coworkers, and stakeholders.\nAbility to balance multiple priorities, adapt to changing customer needs, and meet deadlines in a fast-paced environment.\nAbility to work independently while knowing when to collaborate, ask for assistance, or escalate.\nTeam-oriented approach with the ability to provide guidance, mentorship, and peer support.\nAbility to consistently follow policies, procedures, instructions, and service commitments.\nAbility to participate in the On-Call rotation.\nAbility to travel as needed.\n8+ years of Microsoft support engineering experience is a plus.\nDepth of experience in Copilot and customer-facing Microsoft 365 issue resolution is a plus.\nMicrosoft certifications in Copilot, Microsoft 365, Azure, Exchange, or related technologies is a plus.\nManaged Services experience is a plus.\nExperience working directly with Microsoft support to resolve complex cases is a plus.\n\nPay:\nPay range: $ 77,725 - $ 108,265 depending on experience and skill set\nAnnual bonus target of 10% subject to terms and conditions of plan\nBenefits overview: \nSalary ranges may be subject to geographic differentials\n\nCDW is committed to being an AI-fluent organization\nWe’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.\nAbout UsCDW 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.\nAs 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.\nTogether, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.\nCDW 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.      \nOriginally posted on Himalayas","description_format":"text","description_chars":7778,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Internet Services","Internet Security Services","IT Resellers & VARs"],"lifecycle":[{"event":"open","at":"2026-11-03T02:28:45Z"}],"visa":[],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.825,"p_room":0.945,"age_days":3,"expected_fill_days":5,"reasons":["seen:3","velocity","win:mid"],"computed_at":"2026-11-06T05:58:05Z"},"pay":{"stated_usd_annual":108265,"is_top_pay":false},"html_url":"https://alion.io/job/cdw-engineer-managed-services","json_url":"https://alion.io/job/cdw-engineer-managed-services.json","meta":{"generated_at":"2026-11-06T22:55:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1632,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":18032},"rest":"https://alion.io/mcp/rest/get_company?id=18032"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcdw-engineer-managed-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcdw-engineer-managed-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcdw-engineer-managed-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cdw-engineer-managed-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcdw-engineer-managed-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3657906}},{"tool":"search_jobs","arguments":{"company":"cdw.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3657906},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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