Description

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 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.

What You'll Do:Services Delivery - 24x7 Support (70%)

• Monitors and resolves support requests. Escalates unresolved issues to senior team members and/or manager(s)
• Performs deep analysis of the operating system. Handles cyber incidents, system crashes and bug fixes. Handles troubleshooting, packets captures, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues. Issues may multiple interactions with clients and/or vendors to resolve
• 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:Must-Have:

• Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field
• Has one of the following required combinations of technical certifications and experience:
  • Holds technical certifications for at least three (3) technologies for which Forsythe Technology provides managed security services* and has at least one (1) year of IT Support experience that includes firewall configuration and administration with Palo Alto and Checkpoint, SIEM tools, and cloud security in a client-focused environment and/or working in a Security Operations Centre
  • Holds technical certifications for at least two (2) technologies for which Forsythe Technology provides managed security services* and has at least two (2) years of IT Support experience that includes firewall configuration and administration with Palo Alto and Checkpoint, SIEM tools, and cloud security in a client-focused environment and/or working in Security Operations Centre
  • Holds at least one (1) technical certification for a technology for which Forsythe Technology provides managed security services* and has at least four (4) years of IT Support experience that includes firewall configuration and administration with Palo Alto and Checkpoint, SIEM tools, and cloud security in a client-focused environment and/or working in Security Operations Centre

*Managed Security Services technical certifications may include, but are not limited to: Check Point: CCSA, CCSE: Cisco; CCNA-Security, CCNP – Security, CCIE – Security; Blue Coat: BCCPA, BCCPE; Palo Alto: ACE, PCNSE; QRadar; SANS GCIA, GCIH, Splunk, LogRhythm, Microsoft Azure, Amazon Web Services (AWS), or similar technology certifications
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 organizational objectives in a consulting environments
• Demonstrated ability to achieve high level of Customer Satisfaction on all engagements
• Demonstrated good judgment in selecting methods and techniques for meeting technical requirements within the context of best practices, and making recommendations necessary to achieve targeted objectiveProven ability to set and prioritize goals and pursue them to completion
• Proven ability to collaborate, ensuring that others input is gathered and discussed
• Demonstrated ability to provide technical guidance to less experienced team members
• Demonstrated ability to work under minimal supervision, using latitude for independent judgment
• Demonstrated resourcefulness in working with disparate clients and internal departments to deliver technical services
• Demonstrated verbal and written communication skills
• Demonstrated Word, Excel, Visio, PowerPoint, and Outlook skills

Nice-to-have:

• Cloud security experience with Microsoft Azure or Amazon Web Services (AWS)
• Palo Alto and/or Check Point Certification
• IBM QRadar and Exabeam experience
• Previous work experience in a Managed Services Security Operations Centre (SOC)

Essential Functions:
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.

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW.

Salary : $75,000

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.