Infrastructure Support Engineer

CDW

. Provide Microsoft core infrastructure support for Managed Services customers .

Posted 11/4/2026full-timeRemote • United StatesMid-LevelSenior💰 $77,725 - $108,266 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Microsoft core infrastructure support, including Windows Server, Active Directory, and Azure technologies. Proven ability to troubleshoot complex technical issues, manage customer relationships, and document processes effectively.

Highest-signal resume keywords

Windows Server SupportActive Directory ManagementTroubleshooting DNS and DHCPCustomer-Facing Support ExperienceMicrosoft Certifications

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Windows ServerActive DirectoryGroup PolicyDNSDHCPSCCMAzureMicrosoft 365Endpoint ManagementTechnical Documentation

Soft Skills

Problem SolvingCommunication SkillsOrganizational SkillsMentorshipCustomer Service

Tools & Technologies

Microsoft Core InfrastructureCase Management SystemsTicketing SystemsHybrid TechnologiesOn-Call Support

Certifications & Qualifications

Microsoft Certifications

Industry Keywords

Managed ServicesMSP ExperienceIT EngineeringCustomer Relationship ManagementCompliance

Tech Stack

Tools & technologies

AzureDNS

About the role

Key responsibilities & impact

Provide Microsoft core infrastructure support for Managed Services customers
Troubleshoot, diagnose, and resolve Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, SCCM, endpoint management, and related Microsoft technology issues
Support Azure, Microsoft 365, and hybrid technologies when needed
Assess customer issues, identify root causes, and drive cases through resolution
Manage service requests through a case queue and provide timely status updates
Document troubleshooting steps, resolutions, customer communications, incidents, and changes
Communicate technical problems, business impact, next steps, and solutions to customers and stakeholders
Work directly with multiple customers daily and build customer trust
Collaborate with peers and cross-functional teams on complex technical issues
Engage Microsoft support and other technical resources for escalations
Meet service-level agreements and customer commitments
Participate in an on-call rotation supporting critical systems
Participate in customer calls and support client relationships with account management
Contribute to technical documentation, procedures, knowledge articles, templates, proposals, and training materials
Participate in client projects and infrastructure improvements
Mentor and support peers within the team and across CDW
Attend training and obtain industry-related certifications as determined by management
Manage priorities and complete tasks and projects on time
Communicate risks, schedule changes, and technical concerns to the Engineering Manager
Identify 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 Windows Server, Active Directory, domain controllers, and Group Policy
Experience troubleshooting Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, or SCCM in complex customer environments
Experience in a ticket-driven, case-based, or reactive break/fix support environment
Customer-facing support experience with multiple customers each day
Professional experience in customer service, requirements gathering, task execution, troubleshooting, problem solving, and crisis escalation
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 needed
Ability to provide guidance, mentorship, and peer support
Ability to follow policies, procedures, instructions, and service commitments
Ability to participate in on-call rotation and adjust working hours based on coverage needs
Ability to travel as needed
MSP or Managed Services experience is a plus
Microsoft certifications are a plus
Exposure to Azure, Microsoft 365, or hybrid infrastructure environments is a plus

Benefits

Comp & perks

Annual bonus target of 10%, subject to the terms and conditions of the plan
Benefits overview provided at https://cdw.benefit-info.com/
Training and industry-related certifications as determined by management
AI learning and experimentation culture
Collaborative environment where growth is supported
Equal opportunity employment