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.
Join our Automation Engineering team as a SecOps Analyst and help design, build, and maintain automation workflows that drive efficiency and strengthen our cybersecurity operations. You’ll collaborate with experienced engineers, leverage industry-standard tools, and contribute to impactful improvements across our security processes.
Key Areas of Responsibility
- Monitors and resolves support requests. Escalates unresolved issues to senior team members and/or manager(s)
- Performs deep analysis of the operating system. Handles Cyber incidents, system crashes and bug fixes. Handles troubleshooting, packets captures, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues. Issues may multiple interactions with clients and/or vendors to resolve
- Identifies efficiencies and improvements in workflow, thus reducing false-positives in client environments
- Performs root cause analysis and collaborates with Consultants and other Analysts to solve repetitive system performance or configuration problems
- Provides technical knowledge transfer to clients and internal department on low complexity problems
- Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership
- Applies Trusted Advisor techniques to build up client trust and influence loyalty
- Provides mentorship and guidance to less senior resources as a trusted advisor in the application of Sirius methodologies and the use of tools and templates to troubleshoot client requests
- Attends training sessions or shadowing activities, and obtains industry related certifications as determined by the Manager
Education and/or Experience Qualifications
- Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field
- Has one of the following required combinations of technical certifications and experience
Required Qualifications
- Positive influence on the floor
- Is approachable, helps teammates
- Willing participant in coaching system, always learning
- Experience with direct call handling/ticket management in a client-based support environment
- Experience with direct system engineering or support involving hardware, software and services at an enterprise level for at least one product line in Managed Security Services
- Direct experience working with internal and external teams to troubleshoot simple configuration hardware, software, and services
- Demonstrated understanding of company products and services and IT infrastructure systems
- Demonstrated ability to investigate less complex problems where analysis of data requires evaluation of identifiable factors from multiple IT infrastructure systems
- Demonstrated ability to establish positive working relationships and contribute to measurable team and/or organizational objectives in a consulting environment
- Demonstrated ability to achieve high level of Customer Satisfaction on all engagements
- Demonstrated good judgment in selecting methods and techniques for meeting technical requirements within the context of best practices, and making recommendations necessary to achieve targeted objectives
- Proven ability to set and prioritize goals and pursue them to completion
- Proven ability to collaborate, ensuring that others input is gathered and discussed
- Demonstrated ability to provide technical guidance to less experienced team members
- Demonstrated ability to work under minimal supervision, using latitude for independent judgment
- Demonstrated resourcefulness in working with disparate clients and internal departments to deliver technical services
Pay range: $ 33.34 - $ 46.46 hourly, depending on experience and skill set
Current Opening: This posting reflects a currently available position within our organization for which we are actively recruiting.
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.
CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.
