Consultant, Managed Security Services

Forsythe Technology is a CDW company. We share common values as a performance-driven, customer-focused culture. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe.

This role will support our Mississauga, Ontario area Security Operations Centre. Preference will be given to applicants within the Greater Toronto Area (GTA).

For this role, we're seeking an individual with a strong skills with Cisco (ASA, Firepower) and Palo Alto Next Generation firewalls.

The Consultant performs ongoing client support for complex technical performance issues and develops recommendations to ensure adherence to service level agreements (SLA), service level objectives (SLO) and customer service excellence. The Consultant is required to provide input on how to drive process improvements, gain efficiencies, and create opportunities for improved workflow and automation.

What You’ll Do:

Services Delivery (65%)

• Manages complex technical questions and ticket escalations and monitors system performance
• Identifies and makes recommendations on technical deficiencies, service performance issues, product utilization, bugs, and enhancements
• Recommends process improvements in order to drive efficiencies, reduction of the average time to troubleshoot, and reducing false-positive alerts
• Develops customized reports and presentations, and provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics
• Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches to supported technologies
• Applies Trusted Advisor techniques to build up client trust and influence loyalty
• Confidently runs great meetings, differentiating services per Managed Security Services positioning
• Hosts client facing daily, weekly, monthly and or Quarterly Business Reviews (QBR) meetings and tuning calls with designated accounts

Professional Development (35%)

• Helps improve the team, proactively engages when service is inconsistent, or risk is identified
• Mentors team with technical and process advice / support
• Develops best practices, strategies, methodologies, documentation and templates suitable for use by other Consultants, Specialists and Analysts
• Attends training sessions or shadowing activities, and obtains industry related certifications as determined by the Manager
• Develop in house training for the team with a specific focus on improving the quality of the Analyst output.

What You Need to Succeed:

Must-Have:

• Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field
• One of the following required combinations of technical certifications and experience:
• Active technical certifications for at least four (4) technologies for which Forsythe Technology provides managed security services* and has at least three (3) years of IT Support experience in a client-focused environment, and/or working in a Security Operations Centre
• Active technical certifications for at least three (3) technologies for which Forsythe Technology provides managed security services* and has at least four (4) years of IT Support experience in a client-focused environment, and/or working in Security Operations Centre
• Active technical certifications for at least two (2) technologies for which Forsythe Technology provides managed security services* and has at least six (6) years of IT Support experience in a client-focused environment, and/or working in Security Operations Centre

Managed Security Services certifications may include, but are not limited to: Check Point: CCSA, CCSE: Cisco; CCNA-Security, CCNP – Security, CCIE – Security; Blue Coat: BCCPA, BCCPE; Palo Alto: ACE, PCNSE; QRadar, SANS GCIA, GCIH, QRadar CSC, Splunk, LogRhythm, Crowdstrike, or similar technology certifications

Other Position Requirements:

• Demonstrated hands-on experience with Palo Alto and Cisco (ASA/Firepower) Firewalls
• Solid prioritization / time management skills
• Experience with direct system engineering or support involving hardware, software and services at an enterprise level for at least one product lines in the designated practice
• Direct involvement in working with internal and external teams to implement and troubleshoot complex configuration hardware, software and services
• Experience presenting ideas and solutions to clients and adapting presentation style to fit particular client situations
• Demonstrated knowledge of company products and services, testing methodology, and system troubleshooting
• Demonstrated ability to investigate complex problems where analysis of situations or data requires an in- depth evaluation of variable factors from multiple IT infrastructure systems
• Demonstrated ability to establish positive working relationships and conduct complex and important work critical to the organization in a team, consulting environment
• Proven ability to select resolutions and techniques that meet technical requirements within the context of best practices, and make recommendations to achieve targeted objectives
• Demonstrated ability to communicate in clear, concise and crisp messages to a variety of audiences that instigate appropriate actions
• Proven ability to effectively present in a variety of formal and informal settings: one-on-one, small and large groups, using a variety of presentation methods to sustain the audiences’ engagement
• Demonstrated ability to manage time to focus on priorities and handle multiple tasks simultaneously
• Demonstrated ability to establish a collaborative approach to problem solving, ensuring that solutions generated by the team are tested and proven
• Demonstrated ability to mentor less experienced team members
• Demonstrated ability to work under minimal supervision, using latitude for independent judgment
• Proven ability to proactively step into team leadership roles and empower others to increase contribution and level of responsibility
• Demonstrated ability to achieve high level of Customer Satisfaction on all engagements
• Demonstrated Word, Excel, Visio, PowerPoint and Outlook skills

Nice-to-have:

• Previous experience working in a Security Operations Centre (SOC) environment

Essential Functions:
The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, the candidate must be willing to work other shifts including weekends, holidays, and overtime.

The above primary duties, responsibilities, and position requirements are not all inclusive.

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced startups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

What you can expect from us:
Culture, coworkers, careers. CDW is not only the People Who Get IT, but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.