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 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: 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 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 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 3 advanced or expert level certifications in Managed Security Services discipline, including but not limited to: Microsoft CS-200, SC-100, SC-300, SC-400, SC-900; Cortex XDR-PMXdC; IBM QRadar Security: Administrator, Deployment Professional; SANS GCIA, GCIH, Splunk, CrowdStrike Falcon: CCCS, CCFH, CCFA, CCIS; or similar technology certifications. Hands-on experience with Microsoft security stack is required. 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. Knowledge of CRIBL and/or ADX is a plus. 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. 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. 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.
