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. 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 – Managed Security Services continues second-level technical client support provided by the Analyst and Sr. Analysts. The Specialist has proven process experience in all technical disciplines supported by the Managed Security Services practice, is specialized in at least one of three disciplines: Network Security, Information Security and/or Endpoint Security. The Specialist provides both technical and process mentorship in these areas to Analysts and Sr. Analysts. The Specialist continues to develop a platform of technical expertise.

What you will do:

Service Delivery – 50% job weight

• Deliver tasks on time and with minimal or no supervision

• Monitors and resolves second-level support requests accurately and timely. Escalates unresolved issues to senior team members and/or manager

• Performs deep analysis of the operating system. Handles Cyber incidents, system crashes and bug fixes. Handles troubleshooting, packets capture, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues. Issues may require multiple interactions with clients and/or vendors to resolve

• Performs security analytics and provides timely summarized finding and recommendations to clients

• Manages moderately complex technical questions and ticket escalations in a specific area of discipline

• Performs root cause analysis and collaborate with Consultants and Analysts to solve repetitive system performance or configuration problems

• Provide 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

• Manages Great Client Communications

• Works towards confidently running Great Meetings, differentiating services per MSS positioning

• Handles technical account management responsibilities for assigned accounts

• Provides supervision over technical aspects of service delivery

• Prepare and deliver client facing quarterly, monthly meetings and tuning calls with designated accounts

Services Improvement and Enhancement - 30% job weight

• Identifies and provides recommendations for technical deficiencies, service performance issues, product utilization, bugs, and enhancements

• Assists in the development of reports and presentations, and provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics in a specific area of discipline.

• Mentors analysts and serves as an escalation point for their technical related issues

• Recommends process enhancements and drives efficiency by reducing average time to trouble-shoot, repetitive issues and problem service tickets, reducing false-positives

• Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches in one or more specific technologies

• Makes recommendations to improve workflows and drive automation, creating efficiencies

• Develops Standard Operating Procedures (SOPs) and knowledge base articles

• Conduct technical and incident handling knowledge transfer sessions

• Carry out research on supported technologies and develop actionable threat advisory documentation

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 a 3-year diploma in Engineering, Computer Science, or a Technology related field and 4 years of security experience in a client-focused environment, and/or working in a security operations center, OR

• 8 years total of Information Technology experience to include 4 years of security experience in a client-focused environment, and/or working in a security operations center

• At least 2 administrator or expert level technical certifications in Managed Security Services disciplines, included but not limited to:

  • Check Point: CCSA, CCSE:

  • Cisco; CCNA-Security, CCNP – Security, CyberOps Professional, CCIE – Security;

  • Palo Alto: ACE, PCNSE, Cortex XDR: PMXdS, PMXdC;

  • IBM QRadar Secuity - Certified Administrator, Deployment Professional;

  • SANS GCIA, GCIH, Splunk, Crowdstrike Falcon - CCFA, CCIS, CCFH, CCCS; Exabeam: Security Engineer Associate, Security Engineer Advanced, Associate Implementation Engineer; Tenable VM Specialist , Microsoft SC-200, SC-100, C|EH, C|CIH 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 available to work weekends, holidays, and overtime.

• Positive team influence, approachable, supportive, and actively participates in coaching and learning.

• Punctual and organized, ensures timely completion of tasks.

• Experience supporting and implementing 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

• Demonstrated ability to investigate increasingly complex problems where analysis of data requires evaluation of identifiable factors from multiple IT infrastructure systems

• Demonstrated ability to select continuously select resolutions and techniques that meet technical requirements within the context of best practices, and make recommendations to achieve targeted objectives

• Proven ability to establish collaborative approach to problem solving, ensuring that others input is gathered and discussed, and that solutions generated by the team are tested and proven

• Mentors team members and works independently with minimal supervision.

• Sets and achieves goals autonomously, contributing to team and organizational objectives.

• Demonstrated ability to achieve high level of Customer Satisfaction on all engagements

• Demonstrates strong verbal and written communication skills, as well as proficiency in Microsoft Office tools.

• Demonstrated ability to execute service delivery using productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications.

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.