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    Consultant, Risk, Performance and Technology - Mississauga, ON, Canada - CDW - Canada

    CDW - Canada
    CDW - Canada Mississauga, ON, Canada

    4 days ago

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    Description
    Forsythe Technology is a CDW company. We share common values as a performance-driven, customer-focused culture.

    CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers across the globe.

    This role will support our Mississauga, Ontario area Security Operations Centre.

    The Consultant performs ongoing client support for complex technical performance issues and develops recommendations to ensure adherence to service level agreements (SLA), service level objectives (SLO) and customer service excellence.

    The Consultant is required to provide input on how to drive process improvements, gain efficiencies, and create opportunities for improved workflow and automation.

    Services Delivery (65%)
    Manages complex technical questions and ticket escalations and monitors system performance
    Identifies and makes recommendations on technical deficiencies, service performance issues, product utilization, bugs, and enhancements
    Develops customized reports and presentations, and provides technical knowledge transfer and analysis to clients on performance status, trends, and metrics
    Performs ongoing analysis and system testing of new system releases, upgrades, and/or patches to supported technologies
    Applies Trusted Advisor techniques to build up client trust and influence loyalty
    Confidently runs great meetings, differentiating services per Managed Security Services positioning
    Hosts client facing daily, weekly, monthly and or Quarterly Business Reviews (QBR) meetings and tuning calls with designated accounts
    Helps improve the team, proactively engages when service is inconsistent, or risk is identified
    Mentors team with technical and process advice / support
    Attends training sessions or shadowing activities, and obtains industry related certifications as determined by the Manager

    Develop in house training for the team with a specific focus on improving the quality of the Analyst output.

    Bachelor's degree (B.A./or 3-year diploma in Engineering, Computer Science, or a Technology related field
    One of the following required combinations of technical certifications and experience:
    Active technical certifications for at least four (4) technologies for which Forsythe Technology provides managed security services* and has at least three (3) years of IT Support experience in a client-focused environment, and/or working in a Security Operations Centre
    Active technical certifications for at least three (3) technologies for which Forsythe Technology provides managed security services* and has at least four (4) years of IT Support experience in a client-focused environment, and/or working in Security Operations Centre
    Active technical certifications for at least two (2) technologies for which Forsythe Technology provides managed security services* and has at least six (6) years of IT Support experience in a client-focused environment, and/or working in Security Operations Centre
    Managed Security Services certifications may include, but are not limited to: CCNA-Security, CCNP – Security, CCIE – Security; Solid prioritization / time management skills
    Experience with direct system engineering or support involving hardware, software and services at an enterprise level for at least one product lines in the designated practice
    Direct involvement in working with internal and external teams to implement and troubleshoot complex configuration hardware, software and services
    Experience presenting ideas and solutions to clients and adapting presentation style to fit particular client situations
    Demonstrated knowledge of company products and services, testing methodology, and system troubleshooting
    Demonstrated ability to investigate complex problems where analysis of situations or data requires an in- depth evaluation of variable factors from multiple IT infrastructure systems
    Demonstrated ability to establish positive working relationships and conduct complex and important work critical to the organization in a team, consulting environment
    Proven ability to select resolutions and techniques that meet technical requirements within the context of best practices, and make recommendations to achieve targeted objectives
    Demonstrated ability to manage time to focus on priorities and handle multiple tasks simultaneously
    Demonstrated ability to establish a collaborative approach to problem solving, ensuring that solutions generated by the team are tested and proven
    Demonstrated Word, Excel, Visio, PowerPoint and Outlook skills
    Previous experience working in a Security Operations Centre (SOC) environment

    The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, the candidate must be willing to work other shifts including weekends, holidays, and overtime.

    CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom.

    Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced startups to international conglomerates.

    With the breadth of products and services we offer, there is no request too big or too small.
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