Specialist, Managed Security Services

3 weeks ago

Mississauga, 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 will be on a hybrid working contract based from the Greater Toronto area._**

The Specialist, Managed Security Services continues second-level technical client support provided by the Analyst and Sr. Analysts. The Specialist has proven process experience in all technical disciplines supported by the Managed Security Services practice, is specialized in three particular disciplines, and provides both technical and process mentorship in these areas to Analysts and Sr. Analysts.

**_ This role will focus on EDR (CrowdStrike Falcon) and SIEM solutions (IBM QRadar, Exabeam, Splunk, Sumo Logic)_**

**What You'll Do**:
**Service Delivery (50%)**
- Monitors and resolves second-level support requests accurately and timely. Escalates unresolved issues to senior team members and/or manager(s)
- Performs deep analysis of the operating system. Handles cyber incidents, system crashes, bug fixes and upgrades. Handles troubleshooting, packets captures, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues. Issues may require multiple interactions with clients and/or vendors to resolve
- Performs security analytics and provides timely summarized finding and recommendations to clients
- Manages complex technical questions and ticket escalations in a specific area of discipline
- Performs root cause analysis and collaborate with Consultants and Analysts to solve repetitive system performance or configuration problems
- Provide technical knowledge transfer to clients and internal department on low complexity problems
- Identifies, records, recommend solutions and escalates service performance trends, anomalies, and SLA breaches to senior leadership
- Applies Trusted Advisor techniques to build up client trust and influence loyalty
- Manages Great Client Communications
- Works towards confidently running Great Meetings, differentiating services per MSS positioning
- Hosts client facing monthly meetings and tuning calls with designated accounts
- Serve as the technical security advisor on designated accounts
- Carry out proactive and reactive tuning of alerts to improve the rate of true positive detections within the client environment

**Services Improvement and Enhancement (35%)**
- Identifies and provides recommendations for technical deficiencies, service performance issues, product utilization, bugs, and enhancements
- Assists in the development of reports and presentations and provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics in a specific area of
- Recommends process enhancements and drives efficiency by reducing average time to trouble-shoot, repetitive issues and problem service tickets, reducing false-positives
- Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches in one or more specific technologies
- Makes recommendations to improve workflows and drive automation, creating efficiencies
- Assists in the development of playbooks for Incident response

**Professional Development (15%)**
- Mentors analysts and senior analysts and serves as escalation point for their technical related issues
- Develop best practices, strategies, methodologies, documentation and templates suitable for use by other Consultants and Analysts
- Attends training sessions or shadowing activities, and obtains industry related certifications as determined by the Manager
- Assist in the onboarding of new hires

**What You Need to Succeed**:
**Must-Have**:

- Bachelor's degree (B.A./B.S.) or a 3-year diploma in Engineering, Computer Science, or a Technology related field
- Holds technical certifications for at least three (3) technologies for which Forsythe Technology provides Managed Security Services* including at least one (1) certification with Palo Alto or Checkpoint firewalls
- 2+ years of IT experience, to include experience in a Cybersecurity role in an Enterprise or client-focused environment and/or working in a Security Operations Centre (SOC)
- Managed Security Services certifications may include, but are not limited to: Check Point: CCSA, CCSE CCSM; Cisco: CCNA-Security, CCNP - Security, CCIE - Security; Blue Coat: BCCPA, BCCPE; Palo Alto: PSNCA, PCNSE; Qradar - SIEM Admin; SANS GCIA, GCIH; Exabeam, Splunk, LogRhythm, CompTIA Security+, Vulnerability Management - Tenable, or similar technology certifications._

**Other Position Requirements**:

- Positive influence on the floor
- Proactive and pays attention to details
- Is approachable and helps teammates
- Willing participant in coaching system, always learning
- Good time manageme

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