SQL Engineer-Managed Services

Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
* Job Summary
* The primary purpose of this position is to support and advise on IT infrastructure and Cloud environments for Managed Services customers, which may include, but are not limited to: Windows operating systems and associated software/services; virtualized systems, database systems, and Microsoft Cloud platforms. This position will focus on reactive troubleshooting and proactive advisory services for Microsoft products and platforms through consistent and concise communications with Managed Services customers.
* What you will do
* Provide detailed and effective communication to internal and external customers.
* Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication.
* Member of On-Call rotation to provide 24x7x365 support to critical systems and ensure availability objectives are met. To provide the required coverage, must be willing to work other shifts including weekends and holidays.
* Provide technical solutions to complex hardware/software problems.
* Design, plan, and implement solutions using Microsoft SQL Server.
* Conduct thorough analysis, problem-solving, root cause analysis, and infrastructure planning.
* Identify and communicate potential opportunities for cross-selling to the sales team.
* Provide high-quality content deliverables using the appropriate document templates.
* Ensure solution is implemented as designed to the customer's satisfaction and approval.
* Ability to follow through with tasks, projects, and troubleshooting.
* Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management.
* Handles several tasks simultaneously (i.e., pre-sales, troubleshoots, responds to emergencies).
* Communicates with Engineering Manager on all events that are not anticipated (new product requirements, equipment failure, design changes, schedule changes).
* Responds to all customers professionally and courteously and relays any customer questions or concerns to manager.
* Understand SLOs and proactively strive to meet the commitments.
* Collaborate and support cross-functionally with Customer Success, Project Management, R&D, and Sales.
* Develop, document, maintain, and contribute to written proposals, technical documentation, procedures, templates, and training.
* 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.
* Works with account management personnel to participate on conference calls and perform tasks in support of the client relationship.
* As requested, assists on pre-sales support activity.
* Researches and makes recommendations on infrastructure products, services, and standards in support of procurement and development efforts.
* Mentor and support peers within your team and cross-functionally within CDW.
* What we expect of you
* Bachelor's degree and 3 years Microsoft SQL Server support experience, OR
* 7 years total IT engineering experience, including 3 years of Microsoft SQL Server support experience.
* Demonstrated skills in scripting via Windows and Linux.
* Experience administering MS SQL Server, to include supporting full project life cycle application development efforts in a SQL environment.
* Knowledge of database programming concepts including Structured Query Language, stored procedures, and triggers.
* SQL Server System Tuning experience.
* PostGres SQL Experience.
* Professional experience to include customer service, requirements gathering, task execution, problem-solving, sound judgment around crisis escalation.
* Ability to establish customer trust and confidence in the CDW Managed Services knowledge of and concern for customers' business needs.
* History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines.
* Ability to perform intermediate root cause analysis.
* Strong organizational, analytical, and problem-solving skills.
* Customer Service focused and a high level of professionalism.
* Ability to consistently follow policies and procedures.
* Strong communication and documentation skills.
* Excellent verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders.
* Ability to prioritize work and handle multiple tasks simultaneously in a fast-paced, diverse, and growth-oriented environment.
* Demonstrates ability to work independently and be self-sufficient.
* Ability to work as a team and provide guidance, mentorship, and support of peers.
* Must know when to ask for assistance. Must be approachable, teachable, a team player with a strong desire to continue learning and expanding their experience in a highly evolving technical environment.
* Must have good time management skills and be able to meet rigid and urgent assignment schedules.
* Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines.
* Ability to travel as needed.
* Demonstrates ability to develop strong customer relationships and trust to secure future business.
* Demonstrates ability to achieve high levels of customer satisfaction.
* Demonstrates and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
* Experience in a large data center environment, a plus.
* Microsoft SQL Server MCP Certification, a plus.
* Managed Services Experience, a plus. Pay range: $64,000 - $106,400 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 #LI-SC3
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. 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.