Analyst, Managed Security Services

3 weeks 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.

The Analyst - Managed Security Services provides first-level technical client support and upholds defined service level agreements (SLA) and customer service excellence. The Analyst focuses on developing their knowledge and technical expertise.

**What You'll Do**:
**24x7 Support (80%)**
- Monitors and resolves first-level support requests. Escalates second-level support to senior team members
- Collects and disseminates information to clients during and post-incident
- 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

**Professional Development (20%)**
- Attends training sessions or shadowing activities, and obtains industry related certifications as determined by the Manager

**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

**Other Position Requirements**:

- Positive influence on the floor
- Is approachable, helps teammates
- Willing participant in coaching system, always learning
- Demonstrated understanding of IT infrastructure systems
- Demonstrated ability to investigate problems and use standard operating procedures and processes to resolve them
- Demonstrated ability to achieve high level of Customer Satisfaction on all engagements
- Demonstrated ability to establish positive working relationships and contribute to team objectives in a consulting environment
- Demonstrated verbal and written communication skills
- Proven time management and organizational skills
- Word, Excel, Visio, PowerPoint, and Outlook skills

**Nice-to-have**:

- At least 1 year of work experience in supporting information technology/systems
- At least one (1) technical certification in the technologies for which Forsythe Technology offers Managed Security Services.
- These 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, Splunk, LogRhythm, or similar technology certifications
- Call handling/ticket experience

**Essential Functions**:
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 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.

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