Specialist - Managed Services

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.

The Specialist 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 Specialist 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 trainings

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 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:

o Fortinet and Juniper firewalls such as NSE 4 (FortiOS 7.2/7.4/7.6 Administrator), FortiManager 7.2/7.4/7.6 Administrator, NSE 7 Enterprise Firewall 7.2/7.4/7.6 Administrator, FortiAnalyzer 7.2/7.4/7.6 Administrator, or NSE 6 SD WAN 7.2/7.4/7.6 Enterprise Administrator. Certifications such as JNCIA Sec, JNCIA Junos, or other equivalent industry recognized security credentials will also be considered.

· 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

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW. Salaries are based on a 37.5 -hour workweek, and paid on a bi-weekly payroll schedule.

Pay range: $ 72,725 - $ 101,825, depending on experience and skill set

Current Opening: This posting reflects a currently available position within our organization for which we are actively recruiting.

CDW is committed to being an AI-fluent organization

We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

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.