Security Operations Specialist

CDW•Mississauga, ON

About The Position

The Specialist provides second-level Cybersecurity Incident Response, client support and upholds defined service level agreements (SLA) and customer service excellence for Information Security and Endpoint Security. Security Specialist will specialize in Managed Detection and Response service on Microsoft technology stack, primarily Microsoft Sentinel and Defender.

Requirements

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 year 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, CrowdStrike Falcon: CFIR, Cortex XDR – PCDRA, IBM QRadar Security: Certified Analyst, Exabeam Security Analyst: Associate, Advanced, E|CIH, E|CSS, C|EH, GIAC - GSEC, GISF, GEIR, GCIH, or similar technology certifications
Knowledge and experience with Microsoft Azure are 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.
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

Nice To Haves

AI-fluent organization
Curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools.
Openness to experimentation, and a shared interest in learning together on AI.
Readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.
Embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible.
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.

Responsibilities

Monitor, triage, investigate, remediate and resolve cyber incidents.
Escalates unresolved issues to senior team members and/or manager(s)
Act as an escalation point for SOC first-level analysts, perform root cause analysis.
Provide technical knowledge transfer to clients and internal department on low complexity problems
Identifies, records, and escalate service performance trends, anomalies, and SLA breaches to senior leadership
Apply Trusted Advisor techniques to build up client trust and influence loyalty
Perform Quality Assurance ticket reviews to identify gaps.
Collaborate with Consultants to improve analytics and reduce false positives.
Identify potential improvements in SOC processes and procedures, work with management and consultants to implement those.
Provide 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
Participate in various SOC projects like new use case / analytics development, new SOP creation, new service offering testing, new customer activation, etc.
Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager
Participate notably in assigned self-paced training
Provide direct client support, managing tickets and handling calls.
Contribute to team objectives and maintain high customer satisfaction.
Actively engage in coaching and continuous learning to enhance technical skills.
Apply critical thinking and problem-solving abilities to address challenges.