Analyst

Role & responsibilities

The Analyst provides second-level technical client support such as: cyber security analysis of detected anomalies; deep analysis of the operating system; dealing with system crashes and bug fixes; handling troubleshooting; packets captures; configurations; restoring from back up; repair for appliances, networks, and infrastructure, and other system issues for one or more of three particular disciplines: Network Security, Information Security, and/or Endpoint Security; and brings an established repository of technical expertise to act as a Subject Matter Expert.. This role upholds defined service level agreements (SLA) and customer service excellence. The Sr. Analyst continues to develop a platform of technical expertise.

What you will do:

• 24x7 Support 60% job weight
• 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
• Service Delivery Improvement - 20% job weight
• Provides mentorship and guidance to less senior resources as a trusted advisor in the application of CDW methodologies and the use of tools and templates to troubleshoot client requests
• Development of Standard Operating Procedures (SOPs) and knowledge base articles
• 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 training.

Preferred candidate profile

• Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field and 1 years of security experience in a client-focused environment, and/or working in a security operations center,

  OR

• 6 years total of Information Technology experience to include 1 years of security experience in a client-focused environment, and/or working in a security operations center
• At least two intermediate-level certifications in Managed Security Services disciplines, including but not limited to:
• Microsoft SC-200/SC-100/SC-300/SC-400/ SC-900;
• PCNSE, Cortex XDR: PCDRA, IBM QRadar Security Administrator; Splunk, Exabeam: Principal Security Analyst, Associate or Advanced Security Engineer, CrowdStrike Falcon CFA, , C|SA, CEH or similar technology certifications
• Experience with Cyber Security Incident response (triage, investigation, remediation, tuning), primarily with Microsoft Defender and/or Sentinel. Relevant experience with another vendor platform is an asset.
• 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.
• Provide direct client support, managing tickets and handling calls.
• Collaborate internally and externally to troubleshoot technical issues.
• Analyze and resolve problems across MSS supported technologies.
• Experience 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
• Contribute to team objectives and maintain high customer satisfaction.
• Mentor less experienced team members and prioritize tasks effectively.
• Proficiency with productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications.
• Actively engage in coaching and continuous learning to enhance technical skills.
• Apply critical thinking and problem-solving abilities to address challenges.
• Experience in client-based support
• Clear understanding of Managed Security Services offerings and business proposition
• Excellent communication and collaboration skills.
• Ability to work independently and under minimal supervision.