Senior Network Technical Operations Specialist

Arctic Wolf

Arctic Wolf

IT, Operations
Newcastle, UK
Posted on Friday, June 30, 2023

Ready to further your career in the fast-paced, exciting world of cyber security?

Ready to further your career in the fast-paced, exciting world of cyber security?

Arctic Wolf, with its unicorn valuation, is the leader in security operations in an exciting and fast-growing industry—cybersecurity.We have won countless awards for our excellence in security operations and remain dedicated to providing an industry-leading customer and employee experience.

Our mission is simple: End Cyber Risk. We’re looking for a Network and Technology Operations Specialist to be part of making this happen.

About the Role

Arctic Wolf Networks, Inc. (AWN) is looking for a Senior Network and Technical Operations Specialist in our newly structured Global Technical Operations (GTO) organization, working with Arctic Wolf customers to support the customer-side software and infrastructure used to deliver and maintain our Security Service. You will work closely with our customer facing teams, internal product, and R&D teams to identify issues and drive solutions for problems related reported or escalated issues. You will work to solve complex issues with both software, virtual and hardware installations working as part of a GTO Services team.

Responsibilities Include:

  • For this problem-solving oriented role within GTO, you will resolve customer environment problems involving Infrastructure and Operations as part of a holistic cybersecurity defense service; you will be relied upon as a senior advanced technical resource for customers and partners, including strategic technical troubleshooting & blueprints / best practices.
  • Provide subject matter expertise on workflow and technical knowledge for both inbound and outbound customer operations related requests specifically towards ‘Problem’ oriented issues, guidance towards escalated or enhanced support requests from GTO Support teams.
  • Engage with multiple constituents at the customer organisation – Business and IT to help Drive resolutions for high impact issues for our customers.
  • Exhibiting and acting with customer understanding and empathy, perform technical needs assessments for key incoming requests with the approach of a strategic and wholistic viewpoint.
  • Advocate and lead positive change and improvements within the organization by identifying, communicating, and driving to strategic mitigation, the compelling needs for change and improvement.
  • Effectively work with the product and R&D organizations to prioritize feature requests and issues, based on needs to improve customer operational and monitoring capabilities proactively, from best practices, and lessons learned from post-mortems of customer experiences and feedback from the team.
  • Ability to initiate and lead investigations to completion, leveraging communication skills and ability to make complex technical issues simple to understand.
  • Ability to coach and mentor other team members to share knowledge and expertise.
  • Work alongside Problem Management and Principal Engineers on large scale projects as needed.
  • Please note that this role will require some light travel as well as occasional on call duties when needed.

Required Skills and Experience:

  • 8+ years working hands on with customers delivering technical solutions.
  • Regardless of expertise levels – a good understanding of Networking, Security, Windows/Linux, Active Directory, and Virtualization – having worked in vendor customer support and/or IT Infrastructure and Operations
  • Strong background and hands-on experience in two or more of the following areas
    • Enterprise networking - Switching, Routing, MPLS, SD-WAN, ACI
    • Microsoft Active Directory - LDAP, Group Policy, Server Administration
    • Virtualization technologies - VMware, Hyper-V, Nutanix, KVM
    • Firewall & IDS/IPS – such as Cisco Firepower, Palo Alto, Checkpoint, Fortinet
    • Cloud Platforms – AWS, Azure, GCP
    • Endpoint deployment and management - Mac, Windows, Linux including tools such as GPO, SCCM, Intune, or Jamf
  • Certifications are a huge plus – GCIA, GCWN , CCIE, CCNP, MCSP, AWS/Azure
  • Experience with SIEM (Security Information and Event Management) tools
  • Understanding of PowerShell, Python or other scripting languages
  • Understanding of network troubleshooting tools such as Wireshark and TCPdump
  • Bachelor’s degree, or combination of education and relevant experience
  • Thorough troubleshooting skills in all facets of all layers

About You

You are a talented Senior Support Specialist with some terrific qualities, including:

  • Enjoys helping people overcome technical problems and challenges.
  • Independent, accountable, and enjoys technical challenges.
  • Aptitude and desire for technical learning and growth
  • Strong experience in customer facing implementation roles – customer advocate.
  • The ability to multi-task: researching product capabilities, and balancing priorities for multiple projects and customers on a daily basis.
  • Experience developing processes and managing projects in a technology-based service organization specific to Infrastructure and Operations.
  • Fanatical devotion to customer service, business quality, and data security
  • Developing processes and runbooks in a technology-based service organization
  • The ideal candidate thinks out-of-the-box and energizes others with passion, quality and commitment.
  • Excellent organizational skills and written/oral communication skills.
  • The ability to be flexible and work in a rapidly changing environment is required.
  • Experience with Ubuntu, AWS, Elastic Search, Kibana, Outlook365, Zendesk, Jira is a plus.
  • Conducts duties and responsibilities in accordance with AWN’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of AWN business information (in accordance with our employee handbook and corporate policies).
  • Background checks are required for this position.

Why Arctic Wolf?

At Arctic Wolf we’re cultivating a collaborative and productive work environment that welcomes a diversity of backgrounds, cultures, and ideas to make our teams even stronger as we grow globally.

We offer all wolves a compelling compensation and benefits packages, including 28 days per year annual leave, 8 bank holidays, paid time off to volunteer together with a comprehensive private medical and life insurance, pension, and company equity shares. Also, we want to ensure all employees to have a good work-life balance offering a robust Employee Assistance Programme, professional career progression and so much more!

Come join the Pack during this exciting time of rapid growth where every employee makes a difference, and their contributions are recognized and rewarded.

Come join the Pack during this exciting time of rapid growth where every employee makes a difference and their contributions are recognized and rewarded.