Job OverviewCDW’s Technical Support Specialist provides second‑level client support across Network, Information, and Endpoint Security disciplines, ensuring high‑quality service and continual technical expertise development. What You Will Do24x7 Support (60%) – monitor and resolve support requests, perform deep operating‑system analysis, handle cyber incidents, system crashes, bug fixes, troubleshooting, packet captures, configurations, backup restores, and appliance/network/infrastructure repairs. Escalate unresolved issues to senior team members. Service Delivery Improvement (20%) – mentor less‑senior staff, develop SOPs and knowledge‑base articles, and apply CDW methodologies and tools to troubleshoot client requests. Professional Development (20%) – attend training sessions, shadowing activities, and obtain industry‑related certifications as directed by the manager. ResponsibilitiesProvide direct client support, managing tickets and handling calls. Collaborate internally and externally to troubleshoot technical issues across MSS supported technologies. Contribute to team objectives and maintain high customer satisfaction. Mentor less experienced team members and prioritize tasks effectively. Apply critical thinking and problem‑solving abilities to address challenges. Work independently and under minimal supervision in a 7‑day, 24‑hour operation. Support 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. Proficiency with productivity tools such as word processing, spreadsheets, diagram creation, presentation, and email processing applications. Engage in coaching and continuous learning to enhance technical skills. Experience in client‑based support with a clear understanding of Managed Security Services offerings and business proposition. QualificationsMinimum 6 years of total Information Technology experience including at least 1 year of security experience in a client‑focused environment or SOC, **OR** a Bachelor’s degree (B.A./B.S.) or a 3‑year diploma in Engineering, Computer Science, or a related technology field plus at least 1 year of security experience. Two or more intermediate‑level Managed Security Services certifications (e.g., Fortinet NSE4/7, FortiManager, FortiAnalyzer, NSE6 SD‑WAN, JNCIA Sec, JNCIA Junos, or equivalent recognized security credentials). Willingness to work weekends, holidays, and overtime as part of a 7‑day, 24‑hour managed services operation. Excellent communication and collaboration skills. Experience supporting IT infrastructure and Information Systems at an enterprise level for at least one discipline in the Managed Security Services portfolio. Strong analytical skills with the ability to conduct root‑cause analysis and collaborate with consultants to solve repetitive system performance or configuration problems. Proficiency with productivity tools and the ability to document and transfer technical knowledge to clients and internal teams. BenefitsCompetitive salary range of $72,725 – $101,825 based on experience. 37.5‑hour workweek with bi‑weekly payroll. CDW offers pay transparency and a comprehensive rewards package. EEO StatementCDW 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.#J-18808-Ljbffr