Sr. Analyst - MSS

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 Sr. 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, packet 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. This role upholds defined service level agreements (SLA) and customer service excellence while continuing to develop a platform of technical expertise.

What you will do:

• 24x7 Support – 60% job weight
  • Monitors and resolves support requests, escalating unresolved issues to senior team members and/or manager(s).
  • Performs deep analysis of the operating system, handles cyber incidents, system crashes, bug fixes, troubleshooting, packet captures, configurations, restoring from backup, and repairs for appliances, networks, infrastructure, and other system issues.
  • 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 departments on low complexity problems.
  • Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership.
  • Applies Trusted Advisor techniques to build 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.
  • Participates 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 year 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.
• At least two intermediate-level certifications in Managed Security Services disciplines, including but not limited to:
  • Check Point: CCSA, CCSE; Cisco: CCNA-Security, CCNP – Security; CyberOps Professional; Palo Alto: ACE, PCNSE; Cortex XDR: PCDRA, PMXdS; IBM QRadar Security Administrator; Splunk, Exabeam: Principal Security Analyst, Associate or Advanced Security Engineer; CrowdStrike Falcon CFA; Microsoft SC-200; C|SA or similar technology certifications.
• The position is part of a 7-day per week, 24-hour per day managed services operation. To provide the required coverage, must be willing to work weekends, holidays, and overtime.

Additional Responsibilities:

• 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 propositions.
• Excellent communication and collaboration skills.
• Ability to work independently and under minimal supervision.

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 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.