Job Summary
The 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.
What You Will 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. The global team provides primary 24 x 7 coverage, with U.S. engineers providing secondary coverage when additional capacity is needed.
•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
Education and Experience
•Bachelor's degree required and 3+ years of experience engineering support OR, 7 years of engineering support experience required.
•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.
Pluses
•8+ years of Microsoft support engineering experience is a plus.
•Depth of experience in Copilot and customer-facing Microsoft 365 issue resolution is a plus.
•Microsoft certifications in Copilot, Microsoft 365, Azure, Exchange, or related technologies is a plus.
•Managed Services experience is a plus.
•Experience working directly with Microsoft support to resolve complex cases is a plus.
Pay
•Pay range: $77,725 - $108,265 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
About Us
CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes.
