Services Management Administrator

Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. Coworkers who genuinely believe in supporting our customers and one another. The Specialist provides second-level technical client support such as: cyber security analysis of detected anomalies; 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 troubleshooting, packets captures, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues. 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
Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager
Bachelor's degree (B.A./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:
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.
Actively engage in coaching and continuous learning to enhance technical skills.
Experience in client-based support
Clear understanding of Managed Security Services offerings and business proposition
Ability to work independently and under minimal supervision

Each of our roles is assigned a salary range that is informed by multiple sources of market data. 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.

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

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. 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.
We make technology work so people can do great things.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. 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.
CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours.