Security Operations Specialist

Description At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. The Specialist provides second-level technical client support such as: cyber security analysis of detected anomalies; deep analysis of the operating system; dealing with system crashes and bug fixes; handling troubleshooting; packets captures; configurations; restoring from back up; repair for appliances, networks, and infrastructure, and other system issues for one or more of three particular disciplines: Network Security, Information Security, and/or Endpoint Security; and brings an established repository of technical expertise to act as a Subject Matter Expert.. This role upholds defined service level agreements (SLA) and customer service excellence. The Specialist continues to develop a platform of technical expertise.What you will do: 24x7 Support – 60% job weightMonitors and resolves support requests. Escalates unresolved issues to senior team members and/or manager(s)Performs deep analysis of the operating system. Handles Cyber incidents, system crashes and bug fixes. Handles troubleshooting, packets captures, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues. Issues may multiple interactions with clients and/or vendors to resolveIdentifies efficiencies and improvements in workflow, thus reducing false positives in client environmentsPerforms root cause analysis and collaborates with consultants and other Analysts to solve repetitive system performance or configuration problemsProvides technical knowledge transfer to clients and internal department on low complexity problemsIdentifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadershipApplies Trusted Advisor techniques to build up client trust and influence loyaltyService Delivery Improvement - 20% job weightProvides mentorship and guidance to less senior resources as a trusted advisor in the application of CDW methodologies and the use of tools and templates to troubleshoot client requestsDevelopment of Standard Operating Procedures (SOPs) and knowledge base articlesProfessional Development – 20% job weightAttends training sessions or shadowing activities, and obtains industry related certifications as determined by ManagerParticipate notably in assigned self-paced trainingsWhat we expect of you: Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field and 1 years of security experience in a client-focused environment, and/or working in a security operations center, OR6 years total of Information Technology experience to include 1 years of security experience in a client-focused environment, and/or working in a security operations centerAt least two intermediate-level certifications in Managed Security Services disciplines, including but not limited to:o     Check Point: CCSA, CCSE: Cisco; CCNA-Security, CCNP – Security, CyberOps Professional, Palo Alto: ACE, PCNSE, Cortex XDR: PCDRA, PMXdS; IBM QRadar Security Administrator; , Splunk, Exabeam: Principal Security Analyst, Associate or Advanced Security Engineer:, CrowdStrike Falcon CFA, Microsoft SC-200, C|SA or similar technology certificationsThe 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.Provide direct client support, managing tickets and handling calls.Collaborate internally and externally to troubleshoot technical issues.Analyze and resolve problems across MSS supported technologies. Experience supporting IT infrastructure and Information Systems design or support involving hardware, software and services at an enterprise level for at least one discipline in the Managed Security Services portfolioContribute to team objectives and maintain high customer satisfaction.Mentor less experienced team members and prioritize tasks effectively.Proficiency with productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications.Actively engage in coaching and continuous learning to enhance technical skills.Apply critical thinking and problem-solving abilities to address challenges. Experience in client-based support Clear understanding of Managed Security Services offerings and business propositionExcellent communication and collaboration skills.Ability to work independently and under minimal supervisionAt CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW. Salaries are based on a 40-hour workweek, and paid on a bi-weekly payroll schedule.Pay range: $ 33.34 - $ 46.46 hourly, depending on experience and skill setBenefits overview: https://careers.cdw.ca/pages/benefitsWe make technology work so people can do great things.     CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.