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:  Bachelors 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 candidates 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 Were looking for people who bring curiosity, a learners 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 dont 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 thats curious, adaptive, and ready to explore whats 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.