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 IT System Administrator to be a part of making this happen.

About the Role

The IT System Administrator provides daily support to AWN employees' requests. Fulfil service requests and resolve normal and critical incidents related to applications, systems, network, and endpoint equipment. The IT System Administrator participates in resolving escalated and major incidents. Additionally, the IT System Administrator leads and assists with IT implementation and deployment projects.

​ Responsibilities

• Serve as the first point of contact for employees seeking technical assistance, service requests and information requests over the phone, chat, in person or Self-service portal.
• Respond to AWN employees' requests and incidents in a timely manner and provide technical support such as providing access, repair, replacement and installation of end point equipment, applications, and other systems.
• The IT System Administrator is responsible for verifying and escalating problems and critical incidents. The role performs on-call duties so they can be contacted at any time in order to investigate and fix issues that may arise after standard business hours according to IT operation's escalation procedure.
• Develop, review, and publish internal and external KBAs, technical training material and other service desk documentation. Participate in developing service desk processes, procedures, and other continuous improvement initiatives.
• Serves as the local IT site lead and escalation point to other global IT teams as needed.
• Provide hands-on support to local network resources and equipment as needed.
• Comfortable acting as the remote ‘helping hands’ in a variety of tasks for other IT teams requiring physical presence on site.

Who You Are

• Exacting attention to detail, good time management skills, along with the ability to prioritize competing demands and perform effectively under pressure.
• Excellent customer service, problem-solving and critical thinking skills.
• Ability to communicate effectively both oral and written; research, develop, present, and promote projects; work independently; prioritize work and meet deadlines.
• Troubleshoot issues with Windows and Mac hardware, basic networking hardware and configuration, and business collaboration tools.

Minimum Qualifications

• 5 years of experience providing both end user and infrastructure support in an enterprise environment
• 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.

Preferred Qualifications

• BSc/BA in Computer Science, Engineering, or equivalent experience.
• Experience with ServiceNow, Okta, Slack, O365 suite, and Windows/Mac MDM in a global enterprise environment.

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.

All wolves receive compelling compensation and benefits packages, including:

• Equity for all employees
• Bonus or commission pay based on role
• Flexible time off, paid volunteer days and paid parental leave
• 401k match
• Medical, Dental, and Vision insurance
• Health Savings and Flexible Spending Agreement
• Voluntary Legal Insurance
• Training and career development programs

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.