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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Microsoft infrastructure support, particularly in Azure and Microsoft 365, with strong problem-solving and customer service skills. Capable of managing service requests, collaborating with teams, and maintaining documentation while adhering to service-level agreements.
Highest-signal resume keywords
Microsoft Azure SupportMicrosoft 365 SupportWindows Server SupportCustomer Service ExperienceTechnical Documentation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
AzureMicrosoft 365Windows ServerActive DirectorySCCMIntuneTroubleshootingProblem SolvingRequirements GatheringCrisis Escalation
Soft Skills
Excellent Communication SkillsOrganizational SkillsAnalytical SkillsAbility to AdaptTeam Collaboration
Tools & Technologies
Ticketing SystemsCase Management ToolsTechnical Documentation Tools
Certifications & Qualifications
Microsoft Azure CertificationMicrosoft 365 Certification
Industry Keywords
Managed ServicesOn-Call SupportService-Level AgreementsCustomer Relationship Management
Tech Stack
Tools & technologiesAzureCloud
About the role
Key responsibilities & impact- Provide Microsoft infrastructure support for CDW customers, focusing on Azure, Microsoft 365, and related Microsoft technologies
- Serve as a trusted technical support resource for Microsoft infrastructure and cloud issues
- Troubleshoot, diagnose, and resolve issues involving Azure, Microsoft 365, Windows Server, and related technologies
- Assess customer issues, identify root causes, and drive assigned cases through resolution
- Manage service requests through a case queue and provide timely status updates
- Document troubleshooting steps, resolutions, customer communications, incidents, and changes
- Collaborate with peers and cross-functional teams on complex technical issues
- Engage Microsoft support for additional expertise or escalation assistance
- Communicate technical problems, business impact, next steps, and solutions to customers and stakeholders
- Meet service-level agreements and customer commitments in a production environment
- Participate in an on-call rotation supporting critical systems
- Participate in customer calls and support client relationships with account management personnel
- Contribute to technical documentation, procedures, knowledge articles, templates, proposals, and training materials
- Mentor and support peers within the team and across CDW
- Attend training and obtain industry-related certifications as determined by management
- Manage multiple priorities and complete tasks and projects on time
- Communicate risks, schedule changes, unanticipated events, and technical concerns to the Engineering Manager
- Identify potential customer needs or cross-selling opportunities and communicate them to sales or account teams
- Adhere to time-entry, compliance, policy, and procedural requirements
Requirements
What you’ll need- Bachelor's degree and 3 years of Microsoft support experience, or 7 years of total IT engineering experience, including 3 years of Microsoft support experience
- Hands-on experience supporting Microsoft technologies, with strong knowledge of Azure
- Experience supporting one or more of Microsoft 365, Windows Server, Active Directory, SCCM, or Intune
- Professional experience in customer service, requirements gathering, task execution, troubleshooting, problem solving, and crisis escalation
- Experience working in a ticket-driven or case-based support environment
- Strong organizational, analytical, documentation, and problem-solving skills
- Excellent verbal and written communication skills
- Ability to balance multiple priorities, adapt to changing customer needs, and meet deadlines
- Ability to work independently and collaborate or escalate when appropriate
- Ability to follow policies, procedures, instructions, and service commitments
- Ability to work Pacific Time hours and participate in the on-call rotation
- Ability to travel as needed
- Approximately 8 or more years of Microsoft support engineering experience is a plus
- Depth of experience in Azure and customer-facing Microsoft issue resolution is a plus
- Microsoft certifications in Azure, Microsoft 365, or related technologies are a plus
- Managed Services experience is a plus
- Experience working directly with Microsoft support to resolve complex cases is a plus
Benefits
Comp & perks- Annual bonus target of 10%, subject to the terms and conditions of the plan
- Benefits package (details provided at https://cdw.benefit-info.com/)
- Training and industry-related certifications as determined by management
- Opportunities for mentorship and peer support
- Remote work arrangement