Monitor, triage, investigate, remediate and resolve cyber incidents. Escalates unresolved issues to senior team members and/or manager(s)
Act as an escalation point for SOC first-level analysts, perform root cause analysis.
Provide technical knowledge transfer to clients and internal department on low complexity problems
Identifies, records, and escalate service performance trends, anomalies, and SLA breaches to senior leadership
Apply Trusted Advisor techniques to build up client trust and influence loyalty
Perform Quality Assurance ticket reviews to identify gaps.
Service Delivery Improvement - 20% job weight
Collaborate with Consultants to improve analytics and reduce false positives.
Identify potential improvements in SOC processes and procedures, work with management and consultants to implement those.
Provide 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
Professional Development - 20% job weight
Participate in various SOC projects like new use case / analytics development, new SOP creation, new service offering testing, new customer activation, etc.
Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager
Participate notably in assigned self-paced training
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 year of security experience in a client-focused environment, and/or working in a security operations center
Knowledge and experience with Microsoft Azure are an asset.
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.
Contribute to team objectives and maintain high customer satisfaction.
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
Pay range: $ 33.34 - $ 46.46 hourly, depending on experience and skill set
Current Opening: This posting reflects a currently available position within our organization for which we are actively recruiting.
CDW is committed to being an AI-fluent organization
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 Cybersecurity Incident Response , client support and upholds defined service level agreements (SLA) and customer service excellence for Information Security and Endpoint Security. Security Specialist will specialize in Managed Detection and Response service on Microsoft technology stack, primarily Microsoft Sentinel and Defender .
Cdw · Mississauga / Forsythe - On