Systems Admin

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.

Service Desk Engineer

 Service Desk Ticketing and Monitoring  Customer Support Ticket Triage

 First Call Ticket Resolution

As a Service Desk Engineer, you will be part of a multicultural 24x7x365 Cloud Operations team, you will provide best-in-class customer support for AWS Cloud Infrastructure. Your role will be to handle incidents caught by monitoring tools and seeing them through to resolution in a timely manner.

Incident Management

 Triage and manage service desk tickets efficiently

 Assess and respond to alerts, incidents, and customer requests promptly  Provide first-call resolution for reported issues and alerts

 Escalate complex issues to Cloud Operations Architects Customer Success

 Deliver exceptional support, meeting or exceeding Service Level Agreements  Manage customer expectations and act as their advocate

 Handle confidential customer information and environments with the utmost care  Contribute to customer satisfaction, retention, and overall success

Technical Operations

 Administer monitoring systems, such as New Relic, CrowdStrike, and BigPanda

 Perform routine tasks such as access management, application restarts, and instance resizing  Provision new AWS infrastructure per customer requests

 Follow the change management process for customer changes  Manage backups and patching for customer environments

 Maintain comprehensive documentation for all support activities Continuous Improvement

 Stay updated on AWS services and best practices

 Contribute to the development of internal knowledgebases and runbooks  Participate in post-incident reviews and implement lessons learned

 Experience managing AWS cloud workloads, particularly EC2, RDS, VPC, and CloudWatch  Foundational Linux and Windows system administration skills

 Excellent problem-solving abilities and customer service orientation

 Ability to work a flexible schedule including nights, weekends, and holidays  AWS Associate Certification (required within 90 days of hire)

 Excellent written and verbal communication skills in English

These accountabilities, responsibilities, and expectations assigned to me have been reviewed and understood by all parties involved. This is not meant to be an extensive list of all tasks and requirements. This document may be reviewed and modified as the role evolves over time.

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.      

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.