Consultant, Managed Security Services

6 months ago

Mississauga, Canada CDW 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. 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 te

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