Sr Analyst, Managed Security Services - Firewalls

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

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
  • Monitors and resolves first-level security 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
  • Updating the knowledge base articles
  • Applies Trusted Advisor techniques to build up client trust and influence loyalty

• Professional Development – 20% job weight
  • Participate notably in assigned self-paced trainings
  • Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager

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, 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:
  • Check Point: CCSA, Cisco; CCNA-Security, CCST, CyberOps Associate; Palo Alto: ACE; Microsoft SC-200 or similar technology certifications
• 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.

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups 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.