Security Operations Analyst, Managed Security Services

Job Summary The Analyst – Managed Security Services provides first-level technical client support and upholds defined service level agreements (SLA) and customer service excellence for Network Security.The Analyst focuses on developing their knowledge and technical expertise.We are seeking a Firewall Engineer with 1 to 3 years of experience in firewall administration, including Palo Alto and Check Point technologies, as well as familiarity with AWS, Azure, and GCP environments. The ideal candidate will have experience managing firewall policies, IPS configurations, NAT rules, and supporting firewall-related projects.What you will do:24x7 Support – 80% job weightMonitors and resolves first-level security support requests. Escalates second-level support to senior team membersCollects and disseminates information to clients during and post-incidentIdentifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadershipUpdating the knowledge base articlesApply Trusted Advisor techniques to build up client trust and influence loyaltyProfessional Development – 20% job weightAttends training sessions or shadowing activities, and obtains industry related certifications as determined by ManagerParticipate notably in assigned self-paced trainingWhat we expect of you: Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field, OR4 years of Information Technology experience, to include 1 year in supporting information technology/systemsBeginner level certification in a Managed Security Services discipline is a plus, including but not limited to:Check Point: CCSA, Cisco; CCNA-Security ; Palo Alto: ACE ; CompTIA Security +, Microsoft SC-200, Microsoft AZ900, Microsoft AZ500 or similar technology certificationsCall handling/ticket experience is a plusThe 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.CDW is committed to being an AI-fluent organizationWe’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We val...