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End User Services Administrator - Contractor

Arctic Wolf

Arctic Wolf

Waterloo, ON, Canada
Posted on Wednesday, April 3, 2024

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 an End User Services Administrator (Contractor) to be a part of making this happen.

*Seeking a 12-month contractor to join us May 2024.

Location: Kitchener-Waterloo, Ontario, Canada (in office 5-days a week)

About the Role

The End User Services Administrator is a hands-on, internal customer focused role, providing day to day support to Arctic Wolf employees. The Administrator’s primary accountability will be to the End User, ensuring that Arctic Wolf’s employees are equipped and able to perform their roles.

Responsibilities

  • Provide first-level office-wide support, with accountability for resolving end-user technical queries and incidents.

  • Respond to incoming calls, emails, service requests, and incidents related to technical issues or requests.

  • Prioritize incoming request and incidents by problem severity and business impact.

  • Collaborate with other IT teams to troubleshoot incidents.

  • Troubleshoot complex issues for numerous internal applications, identify appropriate solutions, and execute solutions based on unique applications knowledge.

  • Create, implement, and distribute knowledge base articles to assist our user base’s day-to-day use of our applications.

  • Diagnosing and resolving hardware and software issues; escalates to other IT groups as necessary.

  • Knowledge of when to escalate to team senior or other teams.

  • Support Arctic Wolf’s core SaaS application stack (Egnyte, O365, Slack, Okta, etc.) as well as maintaining a strong, current, knowledge of these applications through training, certification, and self-paced education.

Who You Are

  • Strong and confident communicator with outstanding written and verbal communication skills.

  • Exceptional team player who can work with a wide variety of stakeholders.

  • Friendly and approachable customer facing disposition.

  • A collaborative mindset and ability to find common ground when working with other internal teams.

  • Excellent organizational skills and attention to detail, with the ability to pivot and change direction as needed.

  • Problem solving mindset with the ability to use good judgment when balancing competing priorities.

  • Ability to think logically and work well under pressure.

  • Ability to manage and prioritize multiple competing priorities.

  • Ability to lift computer equipment weighing up to 25 lbs.

  • Ability to adjust to changing workload demands and schedules.

Minimum Qualifications

  • Experience in providing technical service desk support in a professional services environment.

  • Bachelor's Degree or College Diploma in Information Technology or a related field.

Preferred Qualifications

  • Excellent understanding of MacOS, Windows, and/or Linux.

  • Understanding of Networking Fundamentals (TCP/IP, DNS, DHCP, etc.)

  • Experienced with setting up computer workstations with devices such as docking stations, printers, monitors, and cabling.

  • Experience with ServiceNow, Jira, Confluence, Okta, Slack, O365 suite.

About 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’ve been named one of the 50 Most Innovative Companies in the world for 2022 (Fast Company)—and the 2nd Most Innovative Security Company. This is in addition to consecutive awards from Top Workplace USA (2021, 2022), Best Places to Work - USA (2021, 2022) and Great Place to Work - Canada (2021, 2022).

Our Values

Arctic Wolf recognizes that success comes from delighting our customers, so we work together to ensure that happens every day. We believe in diversity and inclusion, and truly value the unique qualities and unique perspectives all employees bring to the organization. And we appreciate that—by protecting people’s and organizations’ sensitive data and seeking to end cyber risk— we get to work in an industry that is fundamental to the greater good.

We celebrate unique perspectives by creating a platform for all voices to be heard through our Pack Unity program. We encourage all employees to join or create a new alliance. See more about our Pack Unity here.

We also believe and practice corporate responsibility, and have recently joined the Pledge 1% Movement, ensuring that we continue to give back to our community. We know that through our mission to End Cyber Risk we will continue to engage and give back to our communities.

Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, provincial, or local law. Arctic Wolf is committed to fostering a welcoming, accessible, respectful, and inclusive environment ensuring equal access and participation for people with disabilities. As such, we strive to make our entire employee experience as accessible as possible and provide accommodations as required for candidates and employees with disabilities and/or other specific needs where possible. Please let us know if you require any accommodations by emailing recruiting@arcticwolf.com.

Security Requirements

  • 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.