Analyst Managed Security Services

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 Analyst Managed Security Services provides first-level technical client support and upholds defined service level agreements (SLA) and customer service excellence for one or more of three particular disciplines: Network Security Information Security and/or Endpoint Security. The Analyst focuses on developing their knowledge and technical expertise.
What you will do:
24x7 Support 80% job weight
o Monitors and resolves first-level security support requests. Escalates second-level support to senior team members
o Collects and disseminates information to clients during and post-incident
o Identifies records and escalates service performance trends anomalies and SLA breaches to senior leadership
o Updating the knowledge base articles
o Applies Trusted Advisor techniques to build up client trust and influence loyalty
Professional Development 20% job weight
o Attends training sessions or shadowing activities and obtains industry related certifications as determined by Manager
o 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 OR
4 years of Information Technology experience to include 1 year in supporting information technology/systems
Beginner level certification in a Managed Security Services discipline is a plus including but not limited to:
o Check Point: CCSA Cisco; CCNA-Security (ASA-Firepower / FTD); Palo Alto: PCNSE (Prisma SASE/SD-WAN) Fortinet: FCP (previous NSE 4)
Call handling/ticket experience is a plus
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.
Foster a positive team environment by being approachable and assisting teammates.
Actively engage in coaching and continuous learning to enhance technical skills.
Understanding of IT infrastructure and Information Systems design including hardware software and services used in an enterprise.
Investigate and resolve technical issues using established procedures.
Demonstrate strong verbal and written communication skills.
Apply critical thinking and problem-solving abilities to address challenges.
Manage time effectively and maintain organizational skills.
Proficiency with productivity tools such as word processing spreadsheet diagram creation presentation and email processing applications.
Demonstrated ability to learn and adapt to new technologies and products.

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.
Salary : $60000

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.