• Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs. • Follow change control, incident response, and testing processes. • Understand and deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog. • Provide detailed and effective communication to internal and external customers. • Member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met. • Participate and lead various client projects intended to continually improve/upgrade technology infrastructures. • Provide technical solutions to complex hardware/software problems. • Conduct throughput analysis, problem solving, root cause analysis, and infrastructure planning. • Identify and communicate potential opportunities for cross-selling to the sales team. • Review assigned service requests daily, follow up and provide status updates to clients; ensure data pertaining to the status of service request is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog.