Closed listing
Analyst - Managed Security Services
- Mississauga, ON, Canada
Salary : $60,000 · Full-time
This opening has closed.
The original listing is kept below for reference.
Job details
- Pay
- Salary : $60,000
- Job type
- Full-time
- Closing date
- Experience
- 4 years of Information Technology experience, to include 1 year in supporting information technology/systems
- Posting language
- English
- Posted
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Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
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 Analyst – Managed Security Services provides first-level technical client support and upholds defined service level agreements (SLA) and customer service excellence for one or more of three particular disciplines: Network Security, Information Security, and/or Endpoint Security. The Analyst focuses on developing their knowledge and technical expertise.
What You Will Do
Salary : $60,000
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.
The Analyst – Managed Security Services provides first-level technical client support and upholds defined service level agreements (SLA) and customer service excellence for one or more of three particular disciplines: Network Security, Information Security, and/or Endpoint Security. The Analyst focuses on developing their knowledge and technical expertise.
What You Will Do
- 24x7 Support – 80% job weight
- Monitors and resolves first-level security support requests. Escalates second-level support to senior team members
- Collects and disseminates information to clients during and post-incident
- Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership
- Updating the knowledge base articles
- Applies Trusted Advisor techniques to build up client trust and influence loyalty
- 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
- Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field, OR
- 4 years of Information Technology experience, to include 1 year in supporting information technology/systems
- Beginner level certification in a Managed Security Services discipline is a plus, including but not limited to:
- Check Point: CCSA, Cisco; CCNA-Security (ASA-Firepower / FTD); Palo Alto: PCNSE (Prisma SASE/SD-WAN), Fortinet: FCP (previous NSE 4)
- Call handling/ticket experience is a plus
- 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.
- Foster a positive team environment by being approachable and assisting teammates.
- Actively engage in coaching and continuous learning to enhance technical skills.
- Understanding of IT infrastructure and Information Systems design, including hardware, software and services used in an enterprise.
- Investigate and resolve technical issues using established procedures.
- Demonstrate strong verbal and written communication skills.
- Apply critical thinking and problem-solving abilities to address challenges.
- Manage time effectively and maintain organizational skills.
- Proficiency with productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications.
- Demonstrated ability to learn and adapt to new technologies and products.
Salary : $60,000
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.
More about this job
Responsibilities
Monitor and resolve first-level security support requests, escalate complex issues, communicate with clients during and after incidents, and identify service trends or SLA breaches. Maintain knowledge base articles while developing technical expertise through training, shadowing, and certifications.
Requirements
Requires a bachelor's degree or three-year diploma in engineering, computer science, or a technology-related field, or four years of IT experience including one year supporting IT or systems. Candidates should understand enterprise IT infrastructure, communicate effectively, troubleshoot using established procedures, and be willing to work weekends, holidays, and overtime; entry-level security certifications and ticket-handling experience are advantageous.
Skills
- First-Level Technical Support
- Network Security
- Information Security
- Endpoint Security
- Incident Response
- SLA Monitoring
- Ticket Handling
- Client Communication
- Troubleshooting
- Critical Thinking
- Problem-Solving
- IT Infrastructure
- Knowledge Base Maintenance
- Time Management
- Teamwork
- Adaptability
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Security & Safety
- Customer Service & Support
Keywords
- Managed Security Services
- Network Security
- Information Security
- Endpoint Security
- Check Point
- CCSA
- Cisco
- CCNA-Security
- ASA
- Firepower
- FTD
- Palo Alto
- PCNSE
- Prisma SASE
- SD-WAN
- Fortinet
- FCP
- NSE 4
- Service Level Agreements
- Incident Response
- IT Infrastructure
- Information Systems
- Technical Support
- Ticket Handling
- Knowledge Base
- Client Support
- Troubleshooting
- Enterprise Technology
- 24x7 Operations