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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in operating and monitoring technologies for managed services, with a strong focus on customer service, incident resolution, and process improvement. Capable of collaborating effectively with stakeholders to enhance service delivery and meet compliance requirements.
Highest-signal resume keywords
Incident ResolutionCustomer ServiceMonitoring ApplicationsHelp Desk ApplicationsProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Information TechnologyTechnical SupportOperational DocumentationIncident ManagementService Level AgreementsService Level ObjectivesProblem AnalysisDocumentation ReviewTactical Solutions EngineeringStrategic Solutions Engineering
Soft Skills
CollaborationAttention to DetailAdaptabilityMultitaskingCommunication
Tools & Technologies
Microsoft OfficeScienceLogicNimsoft Unified ManagementAutomateServiceNowService Desk ExpressRemedyHeat
Certifications & Qualifications
Associate Degree in Computer ScienceManagement Information SystemsInformation TechnologyEngineeringMathematics
Industry Keywords
Managed ServicesService RecoveryOperational ProcessesCustomer WorkloadStakeholder Engagement
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Perform technical tasks related to operating and monitoring assigned technologies for managed services customers
- Collaborate with customers, suppliers, and employees to prioritize and deliver services meeting business needs
- Deliver services within defined SLAs, SLOs, and security/compliance requirements
- Complete daily operational documentation and transfer knowledge to the next shift
- Provide tier-1 support through telephone, email, and web portal
- Address, resolve, document, and appropriately escalate incidents using ticketing applications
- Complete assigned customer workload, including investigating issues and monitoring events
- Communicate issues to customers in a timely and effective manner
- Interface with customers, managed services personnel, and third-party vendors to resolve issues
- Analyze incidents, problems, opportunities, reports, trends, and service improvement opportunities
- Review and enhance operations business processes and documentation
- Engineer tactical and strategic solutions balancing technical and business considerations
- Partner with stakeholders to create and streamline support processes
- Lead or enable change, service recoveries, projects, and coworkers
- Communicate process and customer-environment changes and managed services initiatives to team members
- Identify and communicate process improvement opportunities involving documentation, workflows, coverage models, and new tools or technology
Requirements
What you’ll need- Associate Degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, and at least 6 months of Information Technology work experience; requirement may be fulfilled via completion of the CDW Academy program
- Alternatively, 2 years of college coursework in a technical field and at least 6 months of Information Technology work experience; requirement may be fulfilled via completion of the CDW Academy program
- Willingness to work other shifts, including weekends, holidays, and overtime
- Accountability and results orientation
- Attention to detail
- Collaboration skills
- Adaptability and flexibility when dealing with people and unexpected situations
- Ability to multitask and work under minimal supervision
- Proficient verbal and written communication skills
- Excellent customer service skills
- Ability to establish positive working relationships and work as a team player
- Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook
- Experience with monitoring applications such as ScienceLogic, Nimsoft Unified Management, Automate, or similar
- Experience with help desk applications such as ServiceNow, Service Desk Express, Remedy, Heat, or similar
- Experience in a managed services environment is a plus
Benefits
Comp & perks- Benefits package (details provided at https://cdw.benefit-info.com/)
- Salary ranges may be subject to geographic differentials
- AI-fluent organization with opportunities to engage with evolving technology and tools
- Equitable, transparent, and respectful hiring process
- Collaborative environment where growth is supported and contributions are valued