Network Operations Analyst

Network And Technology Operations Analyst (Customization Journey)

At 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 (Customization Journey) in Cork, Ireland to be a part of making this happen.

About the Role

Arctic Wolf is looking to hire a Network and Technology Operations Analyst (Customization Journey). The Network and Technology Operations Analyst (Customization Journey) manages in-coming operational issues and works with the Security Services team to provide post-incident remediation activities.

As a Network and Technology Operations Analyst, you will:

• Drive optimization of customers environments post onboarding to establish a baseline security posture to start the customer on their security journey.
• Work closely with customers to create a basic configuration and help educate the customer on the use of the platform.
• Remediate missing or incorrectly configured elements of the platform to ensure the customer is deriving value from the AW platform.
• Work closely with Onboarding and Concierge teams to ensure customers decrease time to value.
• Analyze incoming operational events based on different data points; network, endpoint, and log sources expediently, consistently, and accurately. Leverage education and training to identify correlations or trends in customer environments to determine if behavior is expected.
• Own overall technical outcome and direction for the case for the customer, with authority to guide less experienced Triage team members in support tasks and participation in customer interactions. Escalate case to other team members should customer requests require business relationship support for feature requests.
• Review customer configurations to ensure that the system is operating effectively. Independently investigate or update more complex configurations based on identified customer needs.
• Implement, manage and support the direct delivery of Arctic Wolf network and endpoint security solutions to customers.
• Troubleshoot and resolve operational health of sensors and scanners in customer environments. Resolve cloud sensor configuration and communication issues.
• Review customer requests including but not limited to requests for information, additional input or suggestions on next steps independently within area of expertise using your knowledge and engage the other experts within other disciplines to resolve matters appropriately as required to resolve issues quickly.
• Capable of handling more customer technical operational issues and escalations on the phone or in digital meetings, providing guidance and expertise independently. When a solution is beyond the scope of knowledge, engaging other experts to provide solutions appropriately.
• Conduct quality reviews on outgoing tickets, engagements, and at a system level looking for areas of improvement. Provide input to management based on findings. Advise peers and receive input on how to provide a better customer experience.
• Manage and monitor ticket queues to ensure timely and efficient resolution of issues.
• Coach and mentor other team members based on expertise, handling customer calls and escalations at any time required.
• Prepare and document processes, standard operating procedures, and protocol recommendations for the department.
• Prioritize medium to complex task work according to understood and implied priorities.
• Interact on behalf of AWN with customers as a technical representative and provider of security services.
• Participate in a 24x7 shift schedule as required.

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:

• Approaches all issues with a sense of ownership and accountability.
• Intermediate technical troubleshooting and problem-solving skills.
• Can communicate technical ideas effectively to individuals or small teams.
• Ability to work effectively within team and adjacent teams.
• Can identify, analyze, evaluate, and solve complex challenges.
• Effectively assesses and interprets information, identifying patterns and trends to inform decision-making and problem-solving.
• Effectively balances time between ticket work and driving resolution within the R&D teams. Focus on efforts to get the customer the technical answer.
• Can prioritize, manage, align and optimize tasks and activities with goals and strategy as well as expectations with other internal teams (where relevant).

Minimum Qualifications

Relevant education could include university degree, college diploma, or industry certifications. 6 months-2 years relevant experience in a security/networking role.

Basic Knowledge Of And/Or Experience Working With The Following:

• CCNA, Network+ or equivalent.
• Strong understanding of DHCP, DNS and VLANs.
• Network operations center experience.
• Customer facing support experience.
• Basic understanding of 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.