Technical Support Analyst

We’re looking for a 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 Technology Operations Analyst is a front-line Operations Center role, supporting our security services around the world. TheTechnology 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 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 skills and experience:

• 1+ years industry experience or equivalent training; Helpdesk, System Admin, Network Security, or Cybersecurity roles are a plus
• Have a basic technical understanding in three (3) of the following
• Networking – common protocols, server/client infrastructure, routers, switches, WAPs, etc
• Perimeter – firewalls, IDS, IPS, UTM, WAF, Gateways, Proxys, Mail Servers, etc
• Authentication – AD, SSO, MFA, etc
• IaaS – cloud services, AWS, Azure, GCP
• End Point – MDM, EDR, EPP, AV
• SaaS – collaboration tools including O365, GSuite, Box, Salesforce, Workday, etc
• Participation in CTFs, home labs, or THM / HTB / Immersive Labs, etc. highly desirable
• Demonstrable writing, speaking, and customer service skills
• A willingness to learn and continuous self-improvement
• A four year degree in cybersecurity or technology is a plus
• Cybersecurity related certifications are highly desirable (ex: GSEC, Security+, Network+, CCNA, CySA+, Pentest+, SSCP, ISC2 CC, GCP, AWS, etc.)
• Must be willing to work in office