Microsoft Infrastructure Pro: On-Prem & Hybrid Support

Socket.dev; United States; On-site; USD 78,000 - 108,000; Full time

Benefits offered by this job

Annual bonus

Benefits package

Travel as needed

Job summary

CDW is seeking an experienced engineer to provide Microsoft core infrastructure support for Managed Services customers, focusing on on-premises Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, and SCCM. Cloud experience is valued but secondary.

You will work in a fast-paced, case-based environment, manage ticket queues, document steps, and participate in on-call rotations, with travel as needed and US-wide coverage.

Qualifications

• Hands-on experience supporting Microsoft core infrastructure technologies, including Windows Server, Active Directory, domain controllers, and Group Policy.

Responsibilities

• 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.

Skills

Windows Server

Active Directory

Group Policy

DNS/DHCP

SCCM

Azure

Microsoft 365

Customer communication

On-call support

Troubleshooting

Education

Bachelor's degree

Tools

SCCM

Azure

Microsoft 365

Job description

CDW is seeking an experienced engineer to provide Microsoft core infrastructure support for Managed Services customers, focusing on on-premises Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, and SCCM. Cloud experience is valued but secondary.

You will work in a fast-paced, case-based environment, manage ticket queues, document steps, and participate in on-call rotations, with travel as needed and US-wide coverage.