Work In Tech

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 a Network & Technology Operations Analyst Intern to be part of making that happen. This internship will be 20 hours a week, with flexibility to work around your school schedule.

About the role:
The Network and Technology Operations Analyst Intern 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.

The Network and Technology Operations Analyst Intern 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.

Skills and Experience:
Ongoing BS / College Diploma in an IT discipline
CCNA, Network+ or equivalent (have or pursuing)
Understanding of DHCP, DNS and VLANs
Network operations center experience preferred
Customer facing experience preferred
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.