Security Operations Specialist - Managed Services

Specialist - Technical Client Support

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

Fueled by our shared passion and expertise, CDW delivers innovative technology solutions for our customers. We are also committed to fostering an environment that embraces collaboration, celebrates integrity, inclusivity, and individuality, and paves the path for personal and professional growth. Experience a life in balance and join us on the journey forward.

Job Summary

The Specialist provides second-level technical client support such as: cyber security analysis of detected anomalies; deep analysis of the operating system; dealing with system crashes and bug fixes; handling troubleshooting; packets captures; configurations; restoring from back up; repair for appliances, networks, and infrastructure, and other system issues for one or more of three particular disciplines: Network Security, Information Security, and/or Endpoint Security; and brings an established repository of technical expertise to act as a Subject Matter Expert. This role upholds defined service level agreements (SLA) and customer service excellence. The Specialist continues to develop a platform of technical expertise.

What You Will Do:

• 24x7 Support – 60% job weight
  • Monitors and resolves support requests. Escalates unresolved issues to senior team members and/or manager(s)
  • Performs deep analysis of the operating system. Handles Cyber incidents, system crashes and bug fixes. Handles troubleshooting, packets captures, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues. Issues may multiple interactions with clients and/or vendors to resolve
  • Identifies efficiencies and improvements in workflow, thus reducing false positives in client environments
  • Performs root cause analysis and collaborates with consultants and other Analysts to solve repetitive system performance or configuration problems
  • Provides technical knowledge transfer to clients and internal department on low complexity problems
  • Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership
  • Applies Trusted Advisor techniques to build up client trust and influence loyalty
• Service Delivery Improvement - 20% job weight
  • Provides mentorship and guidance to less senior resources as a trusted advisor in the application of CDW methodologies and the use of tools and templates to troubleshoot client requests
  • Development of Standard Operating Procedures (SOPs) and knowledge base articles
• Professional Development – 20% job weight
  • Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager
  • Participate notably in assigned self-paced trainings

What We Expect Of You:

• Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field and 1 years of security experience in a client-focused environment, and/or working in a security operations center, OR
• 6 years total of Information Technology experience to include 1 years of security experience in a client-focused environment, and/or working in a security operations center
• At least two intermediate-level certifications in Managed Security Services disciplines, including but not limited to:
• Check Point: CCSA, CCSE: Cisco; CCNA-Security, CCNP – Security, CyberOps ProfessionalPalo Alto: ACE, PCNSE, Cortex XDR: PCDRA, PMXdS; IBM QRadar Security Administrator; , Splunk, Exabeam: Principal Security Analyst, Associate or Advanced Security Engineer:, CrowdStrike Falcon CFA, Microsoft SC-200, C|SA or similar technology certifications
• The position is part of a 7-day per week, 24-hour per day managed services operations. To provide the required coverage, must be willing to work weekends, holidays, and overtime.

Provide direct client support, managing tickets and handling calls. Collaborate internally and externally to troubleshoot technical issues. Analyze and resolve problems across MSS supported technologies. Experience supporting IT infrastructure and Information Systems design or support involving hardware, software and services at an enterprise level for at least one discipline in the Managed Security Services portfolio. Contribute to team objectives and maintain high customer satisfaction. Mentor less experienced team members and prioritize tasks effectively. Proficiency with productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications. Actively engage in coaching and continuous learning to enhance technical skills. Apply critical thinking and problem-solving abilities to address challenges. Experience in client-based support. Clear understanding of Managed Security Services offerings and business proposition. Excellent communication and collaboration skills. Ability to work independently and under minimal supervision.

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW. Salaries are based on a 37.5-hour workweek, and paid on a bi-weekly payroll schedule.

Pay range: $33.24 - $46.46 hourly, depending on experience and skill set

Benefits overview: