Monitors and resolves support requests. Escalates unresolved issues to senior team members and/or manager(s)
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
Professional Development (30%)
Provides mentorship and guidance to less senior resources as a trusted advisor in the application of Sirius methodologies and the use of tools and templates to troubleshoot client requests
Attends training sessions or shadowing activities, and obtains industry related certifications as determined by the Manager
What You Need to Succeed:
Requirements
Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field
Other Position Requirements:
Positive influence on the floor
Is approachable, helps teammates
Willing participant in coaching system, always learning
Experience with direct call handling/ticket management in a client-based support environment
Experience with direct system engineering or support involving hardware, software and services at an enterprise level for at least one product line in Managed Security Services
Direct experience working with internal and external teams to troubleshoot simple configuration hardware, software, and services
Demonstrated understanding of company products and services and IT infrastructure systems
Demonstrated ability to investigate less complex problems where analysis of data requires evaluation of identifiable factors from multiple IT infrastructure systems
Demonstrated ability to establish positive working relationships and contribute to measurable team and/or
Benefits
Remote work options
Additional Information
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.
This role will support our Mississauga, Ontario area Security Operations Centre, and can be based from the Toronto area, or remotely from elsewhere in Canada.
The Senior Analyst 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 capture; configurations; restoring from back up; repair for appliances, networks, and infrastructure, and other system issues.
This role upholds defined service level agreements (SLA) and customer service excellence. The Sr. Analyst continues to develop a platform of technical expertise.
Cdw · Remote