Technical Support Analyst

Infrastructure Engineer - Contract page is loaded## Infrastructure Engineer - Contractlocations: Remote, Australiatime type: Full timeposted on: Posted Todayjob requisition id: R25/_1321At Arctic Wolf, we're not just navigating the cybersecurity landscape - we're redefining it. Our global team of dedicated Pack members is driving innovation and setting new industry standards every day. Our impact speaks for itself: we've earned recognition on the **Forbes Cloud 100, CNBC Disruptor 50, Fortune Future 50, and Fortune Cyber 60** lists, and we recently took home the **2024 CRN Products of the Year** award. We’re proud to be named a **Leader** in the **IDC MarketScape** for Worldwide Managed Detection and Response Services and earning a **Customers' Choice** distinction from **Gartner Peer Insights**. Our **Aurora Platform** also received **CRN’s Products of the Year** award in the inaugural **Security Operations Platform** category. Join a company that’s not only leading, but also shaping, the future of security operations. Our mission is simple: End Cyber Risk. We’re looking for a **Network and Technology Operations Analyst** to be a part of making this happen. This role is a 6-month term with possible extension, and will work up to 36 hours per week from your home office in the greater Sydney area. The working schedule will include some evenings and weekend hours required. There is the option of Sunday-Thursday or Tuesday-Saturday. If a candidate wanted to work both Saturday and Sunday, we would be open to discuss that scenario. 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.* 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 2 years in the IT industry experience* CCNA, Network+ or equivalent* Strong understanding of DHCP, DNS and VLANs* Network operations center experience* Customer facing experience* Endpoint experience* Cybersecurity experience (Sec + is a nice to have)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**Our ValuesArctic 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 .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 entireemployeeexperience as accessible as possible and provideaccommodationsas 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.At Arctic Wolf, we recognize that success comes from delighting our customers. We believe in being lean – in constantly building, measuring, and learning in all aspects of our business. We truly value people. All wolves are welcome to join the Arctic Wolf pack, with compelling compensation packages, benefits, and equity for employees.Arctic Wolf is focused on building a workforce that is diverse and inclusive. If you’re excited about this role, but do not meet all of the qualifications listed above, we encourage you to apply. We review all applications.Arctic Wolf is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, 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 recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require a reasonable accommodation for any part of the application or hiring process, you may make a request by calling the Arctic Wolf general contact number at 1-888-272-8429 and asking to speak to Recruiting, or by emailing recruiting@arcticwolf.com.
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