Network and Technology Operations Analyst Co-Op

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.

About the role:

Arctic Wolf Networks, Inc. is looking to hire Network and Technology Operations Analyst Co-Op in our Global Technical Operations (GTO) Organization. The Network and Technology Operations Analyst Co-Op role is front line Operations Center position, supporting our security operational services around the world. The role involves troubleshooting product issues faced by customers and escalating to our internal support teams as needed. This role is customer facing, as you will be dealing directly with customers and their issues.

Network and Technology Operations Analyst Co-Op is responsible for providing expert, professional and skills support for the various Arctic Wolf products in our customer environments.

Responsibilities:

• Troubleshoot and resolve various customer-facing issues including:
  • Operational health of sensors and scanners in customer environments.
  • End-point agent installation and operational issues.
  • Cloud sensor configuration and communication issues.
• Document knowledge-base articles and technical solutions.
• Work with the GTO team on critical or time sensitive issues.
• Prioritize and triage request and incoming alerts and manage personal workload
• Ability to run an investigation to completion, leveraging your communication skills and ability to make complex technical issues simple to understand.
• Steer investigations and leverage your knowledge to engage the other experts within other disciplines appropriately.
• Determine efficiencies or areas of improvement for repeatable tasks.
• Support customers experiencing difficulties with our products via phone and online support tools.
• Strong communication skills and easily interact with a variety of different people and personalities.
  • Success in this role depends on the effective handling of customer found issues and running them to solution.
• Understand the processes and systems Arctic Wolf uses, this will be critical in helping customers in support requests.

Required Skills and Experience:

• Ongoing BS / College Diploma in an IT discipline or 3 years in the IT industry experience
• CCNA, Network+ or equivalent
• Strong understanding of DHCP, DNS and VLANs
• Network operations center experience
• Customer facing experience
• Basic understanding of PowerShell, bash or other scripting languages

You will be required to attend trainings, seminars or webinars relevant to job role to enhance current knowledge base and skill set in order to improve job performance and efficiency.

Additional Skills and Experience:

• Network Routing and Switching knowledge
• Virtual environment experience with VMware or Hyper-V
• Firewalls and IDS/IPS
• Linux, Windows, Mac operating systems
• Windows and Active Directory
• Network and Security Auditing
• Cloud technologies including AWS, Azure
• MCSE or Active Directory MCP certificates an asset
• Deployment tools such as GPO, SCCM, Intune, or Jamf
• Security+

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.

• This position may require access to information protected under U.S. export control laws and regulations, including the Export Administration Regulations (“EAR”). Please note that, if applicable, an offer for employment will be conditioned on authorization to receive software or technology controlled under these U.S. export control laws and regulations.