Network and Technology Operations Analyst

About the Role

Arctic Wolf is looking to hire a Network and Technology Operations Analyst. The Network and Technology Operations Analyst is a front line Operations Center role, supporting our security services around the world. The Network and Technology Operations Analyst troubleshoots product issues faced by customers, escalating to our Pack Support team as needed. 

This role is customer facing, as you will be dealing directly with customers and their issues. The Network and Technology Operations Analyst is responsible for providing expert, professional and skills support for the various Arctic Wolf products in our customer environments.

As a Network and Technology Operations Analyst, you will...

​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.

Additional responsibilities include:

• Support customers experiencing difficulties with our products via phone and online support tools.

• Triage customer requests, apply playbook driven solutions, document any new issues that are found with troubleshooting to solutions.

• 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.

• Provide after-hours coverage for emergency situations.

We are looking for someone who has most of the following:

• 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 Knowledge of and/or experience working with the following:

• PowerShell, bash, or other scripting languages

• 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 a Great Place to Work - Canada (2021-2024), and on the list of Best Workplaces in Technology (2024) in Canada. As well as on Fortune’s Best Place to Work for Millennials (2023) and Top Technology Workplace (2024) lists.

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

• Flexible time off, paid volunteer days, and paid parental leave

• Enhanced maternity leave and fertility support services

• RRSP matching program

• Robust Employee Assistance Program (EAP) for mental health services

• 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 [email protected]. 

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.