Specialist - Managed Services

Role Summary

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; packet 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.

• Monitors and resolves support requests (24x7 support; 60% of job weight).
• Escalates unresolved issues to senior team members or managers.
• Performs deep analysis of the operating system.
• Handles cyber incidents, system crashes, and bug fixes.
• Handles troubleshooting, packet captures, configurations, restoring from backup, and repair for appliances, networks, and infrastructure.
• Interacts with clients and vendors to resolve issues.
• Identifies efficiencies and workflow improvements to reduce false positives.
• Performs root‑cause analysis and collaborates with consultants and analysts to solve repetitive system performance or configuration problems.
• Provides technical knowledge transfer to clients and internal departments on low‑complexity problems.
• Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership.
• Applies Trusted Advisor techniques to build client trust and influence loyalty.
• Service Delivery Improvement (20% of job weight): mentors less senior resources; develops SOPs and knowledge‑base articles; applies CDW methodologies and tools to troubleshoot client requests.
• Professional Development (20% of job weight): attends training sessions or shadowing activities; obtains industry‑related certifications; participates in self‑paced training.

• Bachelor’s degree (B.A./B.S.) or 3‑year diploma in Engineering, Computer Science, or a technology related field.
• 1 year of security experience in a client‑focused environment or 6 years total IT experience including 1 year of security experience.
• At least two intermediate‑level certifications in Managed Security Services disciplines such as Fortinet or Juniper firewalls (NSE4, NSE6, NSE7), Forti Analyzer, or SD‑WAN Administrator.
• Certifications such as JNCIA‑Sec, JNCIA‑Junos, or equivalent industry‑recognized security credentials considered.
• Willingness to work weekends, holidays, and overtime in a 7‑day, 24‑hour managed services operation.
• Strong communication, collaboration, and problem‑solving skills.
• Proficiency with productivity tools (word processing, spreadsheet, diagram creation, presentation, email).
• Ability to work independently with minimal supervision.

Pay range: $72,725 – $101,825, based on a 37.5‑hour workweek, paid bi‑weekly.

7‑day per week, 24‑hour per day shift; must be willing to work weekends, holidays, and overtime.

CDW is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard 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.