Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

The Consultant performs ongoing client support for complex technical performance issues and develops recommendations to ensure adherence to service level agreements and customer service excellence. The Consultant may specialize in at least one of three particular disciplines: Network Security, Information Security, and/or Endpoint Security; and continues to develop a platform of technical expertise, that they act as a subject matter expert. In addition, the Consultant is required to provide input on how to drive process improvements, gain efficiencies, and create opportunities for improved workflow and automation. The Consultant acts as a primary technical owner on the assigned accounts.

What you will do:

• Services Delivery – 50% job weight
  • Manages complex technical questions and ticket escalations and monitors system performance
  • Identifies and makes recommendations on technical deficiencies, service performance issues, product utilization, bugs, and enhancements
  • Recommends process improvements in order to drive efficiencies, reduction of the average time to trouble-shoot, and reducing false-positive alerts
  • Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches to supported technologies
  • Embodies Trusted Advisor techniques to builds client’s trust and influence loyalty
  • Confidently runs Great Meetings, differentiating services per MSS positioning
  • Accountable for the delivery of quarterly, monthly meetings and tuning calls with assigned accounts
  • Handle technical account management responsibilities for assigned accounts
  • Helps improve the business, proactively engages when service is inconsistent, or risk is identified
  • Mentors team with technical advice / support
  • Identifies and manages out of scope requirements and facilitates the resolution

• Services Improvement and Enhancement - 35% job weight
  • Identifies and provides recommendations for technical deficiencies, service performance issues, product utilization, bugs, and enhancements
  • Accountable for executing on identified recommendations to improve client’s security posture
  • Develops reports and presentations
  • Provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics in a specific area of discipline.
  • Recommends process enhancements and drives efficiency by reducing average time to trouble-shoot, repetitive issues and problem service tickets, reducing false-positives
  • Develops best practices, strategies, methodologies, business process documentation and templates suitable for use by other Consultants, Specialists and Analysts
  • Contributes to the development of service definition and content packs
  • Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches in one or more specific technologies
  • Makes recommendations to improve workflows and drive automation, creating efficiencies
  • Develops and improves Standard Operating Procedures (SOPs) and knowledge base articles
  • Conducts technical, procedural and incident handling knowledge transfer sessions
  • Carry out research on supported technologies and develop actionable threat advisory documentation
  • Identifies out of scope requirements and bring to manager’s attention

• Professional Development - 15% job weight
  • Participate notably in assigned self-paced trainings
  • Develops Self-paced technical training content on supported technologies and processes
  • Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager

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 5 years of Security Support experience in a client-focused environment, and/or working in security operations center, OR
• 9 years total of Information Technology experience to include 5 years of Security Support experience in a client-focused environment, and/or working in security operations center
• At least 2 advanced or expert level certifications in Managed Security Services discipline, including but not limited to:
  • Check Point: CCSE; Cisco: CCNP  Security, CyberOps Professional, CCIE Security; Palo Alto PCNSE, Cortex XDR-PMXdC; IBM QRadar Security: Administrator, Deployment Professional; SANS GCIA, GCIH, Splunk, CrowdStrike Falcon: CCCS, CCFH, CCFA, CCIS; Exabeam: Advanced or Principal Implementation Engineer, Tenable VM Expert or similar technology certifications
• The position is part of a 7-day per week, 24-hour per day managed services operations. To provide the required coverage, must be available to work other shifts including weekends, holidays, and overtime.
• Excellent prioritization and time management skills, including the ability to manage their time without supervision to focus on priorities and handle multiple tasks simultaneously.
• Experience designing, implementing, and 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
• Direct involvement in working with internal and external teams to implement and troubleshoot complex configuration hardware, software and services
• Experience presenting ideas and solutions to clients and adapting presentation style to fit particular client situations
• Demonstrated knowledge of company products and services, testing methodology, and system troubleshooting
• Demonstrated ability to investigate complex problems where analysis of situations or data requires an in- depth evaluation of variable factors from multiple IT infrastructure systems
• Demonstrated ability to establish positive working relationships and conduct complex and important work critical to the organization in a team, consulting environment
• Proven ability to select resolutions and techniques that meet technical requirements within the context of best practices, and make recommendations to achieve targeted objectives
• Clear, concise, and engaging communication and presentation skills in various settings.
• Collaborative problem-solving approach and mentorship ability.
• Ability to work independently and step into leadership roles.
• Consistently achieves high levels of customer satisfaction.
• Demonstrated ability to execute service delivery using productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications.

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 

What you can expect from us: Culture, coworkers, careers. 
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.