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 Specialist – Managed Security Services continues second-level technical client support provided by the Analyst and Sr. Analysts. The Specialist has proven process experience in all technical disciplines supported by the Managed Security Services practice, is specialized in at least one of three particular disciplines: Network Security, Information Security and/or Endpoint Security. The Specialist provides both technical and process mentorship in these areas to Analysts and Sr. Analysts. The Specialist continues to develop a platform of technical expertise.

• Service Delivery – 50% job weight
  o Deliver tasks on time and with minimal or no supervision
  o Monitors and resolves second-level support requests accurately and timely. Escalates unresolved issues to senior team members and/or manager(s)
  o Performs deep analysis of the operating system. Handles Cyber incidents, system crashes and bug fixes. Handles troubleshooting, packets capture, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues. Issues may require multiple interactions with clients and/or vendors to resolve
  o Performs security analytics and provides timely summarized finding and recommendations to clients
  o Manages moderately complex technical questions and ticket escalations in a specific area of discipline
  o Performs root cause analysis and collaborate with Consultants and Analysts to solve repetitive system performance or configuration problems
  o Provide technical knowledge transfer to clients and internal department on low complexity problems
  o Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership
  o Applies Trusted Advisor techniques to build up client trust and influence loyalty
  o Manages Great Client Communications
  o Works towards confidently running Great Meetings, differentiating services per MSS positioning
  o Handles technical account management responsibilities for assigned accounts
  o Provides supervision over technical aspects of service delivery

o Prepare and deliver client facing quarterly, monthly meetings and tuning calls with designated accounts

• Services Improvement and Enhancement - 30% job weight

o Identifies and provides recommendations for technical deficiencies, service performance issues, product utilization, bugs, and enhancements
o Assists in the development of reports and presentations, and provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics in a specific area of discipline.
o Mentors analysts and serves as an escalation point for their technical related issues
o Recommends process enhancements and drives efficiency by reducing average time to trouble-shoot, repetitive issues and problem service tickets, reducing false-positives
o Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches in one or more specific technologies
o Makes recommendations to improve workflows and drive automation, creating efficiencies
o Develops Standard Operating Procedures (SOPs) and knowledge base articles
o Conduct technical and incident handling knowledge transfer sessions

o Carry out research on supported technologies and develop actionable threat advisory documentation

• Professional Development – 20% job weight

o Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager
Participate notably in assigned self-paced trainings