Training Analyst REMOTE

3 weeks ago

Mississauga ON, Canada CDW - Canada Full time

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, and can be based from the Toronto area, or remotely from elsewhere in Canada.
The Senior Analyst provides second-level technical client support such as: cyber security analysis of detected anomalies; deep analysis of the operating system; repair for appliances, networks, and infrastructure, and other system issues.
Analyst continues to develop a platform of technical expertise.
Escalates unresolved issues to senior team members and/or manager(s)
Performs deep analysis of the operating system. Handles troubleshooting, packets captures, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues. 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
Provides mentorship and guidance to less senior resources as a trusted advisor in the application of Sirius methodologies and the use of tools and templates to troubleshoot client requests
Attends training sessions or shadowing activities, and obtains industry related certifications as determined by the Manager
Bachelor's degree (B.A./or 3-year diploma in Engineering, Computer Science, or a Technology related field
Has one of the following required combinations of technical certifications and experience:
Holds technical certifications for at least three (3) technologies for which Forsythe Technology provides managed security services* and has at least one (1) year of IT Support experience that includes firewall configuration and administration with Palo Alto and Checkpoint, SIEM tools, and cloud security in a client-focused environment and/or working in a Security Operations Centre
Holds technical certifications for at least two (2) technologies for which Forsythe Technology provides managed security services* and has at least two (2) years of IT Support experience that includes firewall configuration and administration with Palo Alto and Checkpoint, SIEM tools, and cloud security in a client-focused environment and/or working in Security Operations Centre
Holds at least one (1) technical certification for a technology for which Forsythe Technology provides managed security services* and has at least four (4) years of IT Support experience that includes firewall configuration and administration with Palo Alto and Checkpoint, SIEM tools, and cloud security in a client-focused environment and/or working in Security Operations Centre

*Managed Security Services technical certifications may include, but are not limited to: CCNA-Security, CCNP – Security, CCIE – Security; SANS GCIA, GCIH, Splunk, LogRhythm, Microsoft Azure, Amazon Web Services (AWS), or similar technology certifications
Is approachable, helps teammates
Experience with direct call handling/ticket management in a client-based support environment
Experience with direct system engineering or support involving hardware, software and services at an enterprise level for at least one product line in Managed Security Services
Direct experience working with internal and external teams to troubleshoot simple configuration hardware, software, and services
Demonstrated ability to investigate less complex problems where analysis of data requires evaluation of identifiable factors from multiple IT infrastructure systems
Demonstrated good judgment in selecting methods and techniques for meeting technical requirements within the context of best practices, and making recommendations necessary to achieve targeted objectiveProven ability to set and prioritize goals and pursue them to completion
Demonstrated ability to provide technical guidance to less experienced team members
Demonstrated resourcefulness in working with disparate clients and internal departments to deliver technical services
Demonstrated Word, Excel, Visio, PowerPoint, and Outlook skills
Cloud security experience with Microsoft Azure or Amazon Web Services (AWS)
Previous work experience in a Managed Services Security Operations Centre (SOC)
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.
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.

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