Analyst - Managed Security Services

CO1048 Forsythe Technology Canada, Inc.; Mississauga; On-site; CAD 51,000 - 69,000; Full time

Job summary

CDW is seeking an Analyst – Managed Security Services to deliver first-level technical client support across Network, Information, and Endpoint Security disciplines. You will work in a 24x7 environment, monitor security requests, and escalate as needed, while updating knowledge bases and applying Trusted Advisor techniques.

The role emphasizes developing technical expertise through training, certifications, and hands-on experiences in enterprise IT infrastructure.

Qualifications

• Bachelor's degree in Engineering, Computer Science, or a Technology related field is required.
• 4 years of IT experience, including 1 year in security/support roles.
• Beginner level certifications in Managed Security Services (e.g., Check Point, Cisco, Palo Alto, Fortinet) are a plus.

Responsibilities

• Provide 24x7 first-level security support and monitor requests under SLA.
• Escalate complex issues to senior team members and maintain knowledge base.
• Engage in ongoing training and certification activities to expand expertise.
• Maintain professional communication with clients during incidents and reporting.

Skills

Verbal communication

Written communication

Team collaboration

Problem solving

Education

Bachelor's degree in Engineering / Computer Science / Technology related field

Tools

Check Point CCSA

Cisco CCNA-Security

Palo Alto PCNSE

Fortinet NSE4/FCP

Job 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 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

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
• 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.

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 : $60,000

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.

At CDW, we make technology work so people can do great things. We are a leading multi-brand technology solutions provider to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. Our coworkers across the globe are working together to bring technology to life for our customers by solving complicated IT business challenges, providing outstanding service, and orchestrating the technology landscape to optimize our customers’ performance.