Security Operations Specialist- MSS

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. Its why were 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 were headed. Were 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 backup; 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 backup 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:

• Bachelors 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:

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 CSA or similar technology certifications

• 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 and services at an enterprise level for at least one discipline in the Managed Security Services portfolio
• Contribute 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 proposition
• Excellent communication and collaboration skills.
• Ability to work independently and under minimal supervision

At 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 candidates 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 37.5-hour workweek and paid on a bi-weekly payroll schedule.

Salary range : $33 - $46 / hour

We 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 CDWs 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 CDWs AI Applicant Notice.