Microsoft Infrastructure Support Engineer

Description
The primary purpose of this position is to provide Microsoft core infrastructure support for Managed Services customers, with a strong focus on on-premises technologies including Windows Server, Active Directory, domain controllers, Group Policy, SCCM, and related Microsoft infrastructure. Cloud experience is valuable as a secondary skill set but is not the primary focus of this role. This role operates in a reactive break/fix support model. The Engineer works directly with multiple customers in a fast-paced, case-based environment to assess issues, troubleshoot root causes, drive cases to resolution, and deliver a high-quality customer experience. The position may be based anywhere in the United States, with working hours coordinated to support customer and team needs.
What You Will Do:
* 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.
What We Expect of You:
* 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 core infrastructure technologies, including Windows Server, Active Directory, domain controllers, and Group Policy.
* Depth of experience troubleshooting Windows Server, Active Directory, domain controllers, Group Policy, DNS, DHCP, or SCCM in complex customer environments.
* Experience working in a ticket-driven, case-based, or reactive break/fix support environment.
* Customer-facing support experience with the ability to communicate professionally and clearly with multiple customers each day.
* Professional experience in customer service, requirements gathering, task execution, troubleshooting, problem solving, and sound judgment around crisis escalation.
* Ability to establish customer trust and confidence through technical knowledge, responsiveness, and an understanding of customer business needs.
* 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 in a fast-paced environment.
* Ability to work independently while knowing when to collaborate, ask for assistance, or escalate.
* Team-oriented approach with the ability to provide guidance, mentorship, and peer support.
* Ability to consistently follow policies, procedures, instructions, and service commitments.
* Ability to participate in the on-call rotation and adjust working hours based on customer or team coverage needs.
* Ability to travel as needed.
* Managed Services Provider (MSP) or Managed Services experience supporting multiple customer environments is a plus.
* Microsoft certifications related to Windows Server, endpoint management, Azure, Microsoft 365, or other relevant Microsoft technologies is a plus.
* Exposure to Azure, Microsoft 365, or hybrid infrastructure environments is a plus.
* Compensation and Benefits
* Pay range: $77,725 to $108,266, depending on experience and skill set Salary ranges may be subject to geographic differentials. Annual bonus target of 10%, subject to the terms and conditions of the plan. Benefits overview: https://cdw.benefit-info.com/
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* 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.