Security Operations Specialist

CDW•Mississauga, ON

19d

About The Position

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 backup; 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. 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. At CDW, we make technology work so people can do great things. We are a leading multi-brand technology solutions provider to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. Our coworkers across the globe are working together to bring technology to life for our customers by solving complicated IT business challenges, providing outstanding service, and orchestrating the technology landscape to optimize our customers’ performance.

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 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: Check Point: CCSA, CCSE: Cisco; CCNA-Security, CCNP – Security, CyberOps Professional Palo Alto: ACE, PCNSE, Cortex XDR: PCDRA, PMXdS; IBM QRadar Security Administrator; , Splunk, Exabeam: Principal Security Analyst, Associate or Advanced Security Engineer:, CrowdStrike Falcon CFA, Microsoft SC-200, C|SA or similar technology certifications
Willingness to work weekends, holidays, and overtime
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
Proficiency with productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications
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
Bring 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

Responsibilities

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 backup, and repair for appliances, networks, infrastructure, and other system issues
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 CDW methodologies and the use of tools and templates to troubleshoot client requests
Development of Standard Operating Procedures (SOPs) and knowledge base articles
Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager
Participate notably in assigned self-paced trainings
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
Contribute to team objectives and maintain high customer satisfaction
Mentor less experienced team members and prioritize tasks effectively
Actively engage in coaching and continuous learning to enhance technical skills
Apply critical thinking and problem-solving abilities to address challenges