Security Operations Analyst, Managed Security Services

The Analyst – Managed Security Services provides first-level technical client support and upholds defined service level agreements (SLA) and customer service excellence for Network Security. The Analyst focuses on developing their knowledge and technical expertise. We are seeking a Firewall Engineer with 1 to 3 years of experience in firewall administration, including Palo Alto and Check Point technologies, as well as familiarity with AWS, Azure, and GCP environments. The ideal candidate will have experience managing firewall policies, IPS configurations, NAT rules, and supporting firewall-related projects.

24x7 Support – 80% job weight Monitors and resolves first-level security support requests. Escalates second-level support to senior team members Collects and disseminates information to clients during and post-incident Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership Updating the knowledge base articles Apply Trusted Advisor techniques to build up client trust and influence loyalty 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 training What we expect of you: Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field, OR 4 years of Information Technology experience, to include 1 year in supporting information technology/systems B eginner level certification in a Managed Security Services discipline is a plus, including but not limited to: Check Point: CCSA, Cisco; CCNA-Security ; Palo Alto: ACE ; CompTIA Security +, Microsoft SC-200, Microsoft AZ900, Microsoft AZ500 or similar technology certifications Call handling/ticket experience is a plus 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. Foster a positive team environment by being approachable and assisting teammates. Actively engage in coaching and continuous learning to enhance technical skills. Understanding of IT infrastructure and Information Systems design, including hardware, software and services used in an enterprise. Investigate and resolve technical issues using established procedures. Demonstrate strong verbal and written communication skills. Apply critical thinking and problem-solving abilities to address challenges. Manage time effectively and maintain organizational skills. Proficiency with productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications. Demonstrated ability to learn and adapt to new technologies and products. CDW is committed to being an AI-fluent organization We’re looking for people who bring curiosity, a learner’s 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 don’t 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 that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your