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The Senior Analyst 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; packets capture; configurations; restoring from back up; repair for appliances, networks, and infrastructure, and other system issues. This role upholds defined service level agreements (SLA) and customer service excellence. The Sr. Analyst continues to develop a platform of technical expertise.

What You’ll Do

- Monitors and resolves support requests. Escalates unresolved issues to senior team members and/or manager(s)
- Performs deep analysis of the operating system. Handles cyber incidents, system crashes and bug fixes. Handles troubleshooting, packets captures, configurations, restoring from back up, and repair for appliances, networks, infrastructure, and other system issues. Issues may multiple interactions with clients and/or vendors to resolve
- Identifies efficiencies and improvements in workflow, thus reducing false-positives in client environments
- 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

Professional Development (30%)

- Provides mentorship and guidance to less senior resources as a trusted advisor in the application of Sirius 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 the Manager

Must-Have

- Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field
- Has one of the following required combinations of technical certifications and experience:
- Holds technical certifications for at least three (3) technologies for which Forsythe Technology provides managed security services* and has at least one (1) year of IT Support experience that includes firewall configuration and administration with Palo Alto and Checkpoint, SIEM tools, and cloud security in a client-focused environment and/or working in a Security Operations Centre
- Holds technical certifications for at least two (2)



technologies for which Forsythe Technology provides managed security services* and has at least two (2) years of IT Support experience that includes firewall configuration and administration with Palo Alto and Checkpoint, SIEM tools, and cloud security in a client-focused environment and/or working in Security Operations Centre
- Holds at least one (1) technical certification for a technology for which Forsythe Technology provides managed security services* and has at least four (4) years of IT Support experience that includes firewall configuration and administration with Palo Alto and Checkpoint, SIEM tools, and cloud security in a client-focused environment and/or working in Security Operations Centre
- Managed Security Services technical certifications may include, but are not limited to: Check Point: CCSA, CCSE: Cisco; CCNA-Security, CCNP – Security, CCIE – Security; Blue Coat: BCCPA, BCCPE; Palo Alto: ACE, PCNSE; QRadar; SANS GCIA, GCIH, Splunk, LogRhythm, Microsoft Azure, Amazon Web Services (AWS), or similar technology certifications

Other Position Requirements

- Positive influence on the floor
- Is approachable, helps teammates
- Willing participant in coaching system, always learning
- Experience with direct call handling/ticket management in a client-based support workplace
- Experience with direct system engineering or support involving hardware, software and services at an enterprise level for at least one product line in Managed Security Services
- Direct experience working with internal and external teams to troubleshoot simple configuration hardware, software, and services
- Demonstrated understanding of company products and services and IT infrastructure systems
- Demonstrated a

📌 Sr Analyst (Mississauga)
🏢 CDW
📍 Mississauga