Security Operations Specialists

Overview  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  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 weight

Monitors 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 resolve

Identifies efficiencies and improvements in workflow, thus reducing false positives in client environments

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

Service Delivery Improvement - 20% job weight

Provides 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 requests

Development of Standard Operating Procedures (SOPs) and knowledge base articles

Professional Development – 20% job weight

Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager

Participate notably in assigned self-paced trainings

What 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, OR

6 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 center

At least two intermediate-level certifications in Managed Security Services disciplines, including but not limited to:

o Fortinet and Juniper firewalls such as NSE 4 (Forti

OS 7.2/7.4/7.6 Administrator), Forti Manager 7.2/7.4/7.6 Administrator, NSE 7 Enterprise Firewall 7.2/7.4/7.6 Administrator, Forti Analyzer 7.2/7.4/7.6 Administrator, or NSE 6 SD WAN 7.2/7.4/7.6 Enterprise Administrator. Certifications such as JNCIA Sec, JNCIA Junos, or other equivalent industry recognized security credentials will also be considered.

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.

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…