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
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:
Bachelor's 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:
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
Benefits
Vision insurance
Additional Information
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 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.
Cdw · Mississauga / Forsythe - On