End User Services Administrator

Our mission is simple: End Cyber Risk. Were looking for anEnd User Services Administratorto be a part of making this happen.

Location: KitchenerWaterloo Ontario Canada (in office 5days a week)

About the Role

The End User Services Administrator is a handson internal customer focused role providing day to day support to Arctic Wolf employees. The Administrators primary accountability will be to the End User ensuring that Arctic Wolfs employees are equipped and able to perform their roles.

Responsibilities

• Provide firstlevel officewide support with accountability for resolving enduser technical queries and incidents.

• Respond to incoming calls emails service requests and incidents related to technical issues or requests.

• Prioritize incoming request and incidents by problem severity and business impact.

• Collaborate with other IT teams to troubleshoot incidents.

• Troubleshoot complex issues for numerous internal applications identify appropriate solutions and execute solutions based on unique applications knowledge.

• Create implement and distribute knowledge base articles to assist our user bases daytoday use of our applications.

• Diagnosing and resolving hardware and software issues; escalates to other IT groups as necessary.

• Knowledge of when to escalate to team senior or other teams.

• Support Arctic Wolfs core SaaS application stack (Egnyte O365 Slack Okta etc. as well as maintaining a strong current knowledge of these applications through training certification and selfpaced education.

Who You Are

• Strong and confident communicator with outstanding written and verbal communication skills.

• Exceptional team player who can work with a wide variety of stakeholders.

• Friendly and approachable customer facing disposition.

• A collaborative mindset and ability to find common ground when working with other internal teams.

• Excellent organizational skills and attention to detail with the ability to pivot and change direction as needed.

• Problem solving mindset with the ability to use good judgment when balancing competing priorities.

• Ability to think logically and work well under pressure.

• Ability to manage and prioritize multiple competing priorities.

• Ability to lift computer equipment weighing up to 25 lbs.

• Ability to adjust to changing workload demands and schedules.

Minimum Qualifications

• 2 years of experience in providing technical service desk support in a professional services environment.

• Bachelors Degree or College Diploma in Information Technology or a related field.

Preferred Qualifications

• Excellent understanding of MacOS Windows and/or Linux.

• Understanding of Networking Fundamentals (TCP/IP DNS DHCP etc.

• Experienced with setting up computer workstations with devices such as docking stations printers monitors and cabling.

• Experience with ServiceNow Jira Confluence Okta Slack O365 suite.

About Arctic Wolf

At Arctic Wolf we foster a collaborative and inclusive work environment that thrives on diversity of thought background and culture. This is reflected in our multiple awards including Top Workplace USABest Places to Work USAGreat Place to Work CanadaGreat Place to Work UK 2024 and Kununu Top Company Germany 2024. Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction with over 7000 customers worldwide and more than 2000 channel partners globally. As we continue to expand globally and enhance our technology Arctic Wolf remains the most trusted name in the industry.

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 thatby protecting peoples 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 and paid volunteer days

• RRSP and 401k match

• Training and career development programs

• Comprehensive private benefits plan including medical mental health dental disability life and AD&D and valueadded services

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

• Fertility support and paid parental leave

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

Security Requirements

• Conducts duties and responsibilities in accordance with AWNs 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.