📍 Job Overview

Job Title: Network Operations Analyst (Customization Journey)
Company: Arctic Wolf
Location: Cork, Ireland
Job Type: On-site, Full-time
Category: Network Operations, Technical Support
Date Posted: 2024-06-18
Experience Level: 0-2 years

🚀 Role Summary

Key Responsibilities: Manage incoming operational issues, optimize customer environments, and provide post-incident remediation activities.
Key Technologies: Network operations, cloud technologies, scripting languages, Linux, Windows, Mac operating systems, virtual environment experience, and security auditing.
Key Skills: Technical troubleshooting, problem-solving, customer support, data analysis, incident remediation, and team collaboration.

📝 Enhancement Note: This role focuses on driving optimization of customers' environments post-onboarding, ensuring a baseline security posture, and helping educate customers on the use of the Arctic Wolf platform. It requires a strong understanding of network operations and cloud technologies, as well as excellent communication skills to interact effectively with customers.

💻 Primary Responsibilities

Customer Environment Optimization: Drive optimization of customers' environments post-onboarding to establish a baseline security posture and start the customer on their security journey.
Customer Education: Work closely with customers to create a basic configuration and educate them on the use of the Arctic Wolf platform.
Incident Remediation: Remediate missing or incorrectly configured elements of the platform to ensure customers derive value from the Arctic Wolf platform.
Team Collaboration: Work closely with Onboarding and Concierge teams to ensure customers decrease time to value.
Event Analysis: Analyze incoming operational events based on different data points, such as network, endpoint, and log sources, expediently, consistently, and accurately.
Technical Guidance: Own overall technical outcome and direction for the case for the customer, with authority to guide less experienced team members in support tasks and participation in customer interactions.
Configuration Review: Review customer configurations to ensure that the system is operating effectively and independently investigate or update more complex configurations based on identified customer needs.
Solution Implementation: Implement, manage, and support the direct delivery of Arctic Wolf network and endpoint security solutions to customers.
Troubleshooting: Troubleshoot and resolve operational health of sensors and scanners in customer environments, including cloud sensor configuration and communication issues.
Customer Interaction: Capable of handling more customer technical operational issues and escalations on the phone or in digital meetings, providing guidance and expertise independently.
Quality Assurance: Conduct quality reviews on outgoing tickets, engagements, and at a system level, looking for areas of improvement and providing input to management based on findings.
Ticket Management: Manage and monitor ticket queues to ensure timely and efficient resolution of issues.
Mentoring: Coach and mentor other team members based on expertise, handling customer calls and escalations at any time required.
Process Documentation: Prepare and document processes, standard operating procedures, and protocol recommendations for the department.
Task Prioritization: Prioritize medium to complex task work according to understood and implied priorities.
Customer Representation: Interact on behalf of Arctic Wolf with customers as a technical representative and provider of security services.
Shift Schedule: Participate in a 24x7 shift schedule as required.

🎓 Skills & Qualifications

Education: Relevant education could include a university degree, college diploma, or industry certifications.

Experience: 6 months to 2 years of relevant experience in a security or networking role.

Required Skills:

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 R&D teams
Can prioritize, manage, align, and optimize tasks and activities with goals and strategy, as well as expectations with other internal teams (where relevant)

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 (asset)
Deployment tools such as GPO, SCCM, Intune, or Jamf

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong understanding of network operations, cloud technologies, and security auditing through relevant projects and case studies.
Showcase problem-solving skills and the ability to manage and resolve complex technical issues.
Highlight customer-facing support experience and excellent communication skills.

Technical Documentation:

Provide detailed documentation of network configurations, troubleshooting steps, and resolution processes.
Include any relevant scripts or code snippets that demonstrate your technical proficiency.
Showcase your ability to analyze and interpret data to inform decision-making and problem-solving.

💵 Compensation & Benefits

Salary Range: €35,000 - €50,000 per year (based on experience and market research)

Benefits:

Equity for all employees
28 days annual leave, 10 public holidays, and paid volunteering days off
Comprehensive private benefits plan, including medical, mental health, dental, disability, and value-added services
Pension plan with employer contribution
Robust Employee Assistance Program (EAP) with mental health services
Employee Discount Program with Beneplace

Working Hours: 40 hours per week, with a 24x7 shift schedule as required

🎯 Team & Company Context

Company Culture:

Industry: Cybersecurity
Company Size: Medium to Large (7,000+ customers worldwide and 2,000+ channel partners globally)
Founded: 2012
Team Structure: The Network and Technology Operations Analyst role is part of the Security Services team, working closely with Onboarding and Concierge teams to ensure customers decrease time to value.
Development Methodology: Arctic Wolf follows Agile methodologies, focusing on continuous improvement and customer satisfaction.

Company Website: Arctic Wolf

📝 Enhancement Note: Arctic Wolf fosters a collaborative and inclusive work environment that thrives on diversity of thought, background, and culture. This is reflected in their multiple awards, including Top Workplace USA (2021-2024), Best Places to Work – USA (2021-2024), Great Place to Work – Canada (2021-2024), Great Place to Work – UK (2024), and Kununu Top Company – Germany (2024).

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level Network Operations Analyst, responsible for managing incoming operational issues, optimizing customer environments, and providing post-incident remediation activities.

Reporting Structure: Reports directly to the Manager, Network Operations, and works closely with the Security Services team, Onboarding, and Concierge teams.

Technical Impact: The Network and Technology Operations Analyst plays a critical role in ensuring Arctic Wolf customers have a solid security foundation and derive value from the Arctic Wolf platform. This role directly impacts the customer experience and contributes to Arctic Wolf's mission to end cyber risk.

Growth Opportunities:

Technical Progression: Develop expertise in Arctic Wolf's security platform and related technologies, with opportunities to advance to senior roles within the Network Operations or Security Services teams.
Cross-functional Collaboration: Gain experience working with various teams, such as Onboarding, Concierge, and Security Services, to expand your understanding of Arctic Wolf's operations and customer journey.
Leadership Development: Demonstrate strong performance and take on mentoring responsibilities, eventually transitioning into a leadership role within the team.

📝 Enhancement Note: Arctic Wolf's commitment to growth and development is evident in their comprehensive benefits package, including equity for all employees, a robust Employee Assistance Program, and opportunities for professional development and career advancement.

🌐 Work Environment

Office Type: Arctic Wolf's Cork office is a modern, collaborative workspace designed to facilitate team interaction and innovation.

Office Location(s): Cork, Ireland

Workspace Context:

Collaboration: Arctic Wolf's Cork office features open workspaces, meeting rooms, and breakout areas to encourage collaboration and team interaction.
Technology: Arctic Wolf provides state-of-the-art technology, including multiple monitors and testing devices, to ensure employees have the tools they need to succeed.
Cross-functional Interaction: The Network and Technology Operations Analyst role requires frequent interaction with various teams, such as Onboarding, Concierge, and Security Services, fostering a dynamic and engaging work environment.

Work Schedule: Arctic Wolf operates on a 24x7 shift schedule, with employees working in rotating shifts to ensure continuous customer support and incident response.

📝 Enhancement Note: Arctic Wolf's commitment to work-life balance is evident in their flexible working hours, paid volunteering days off, and comprehensive benefits package, including a robust Employee Assistance Program.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your experience, qualifications, and interest in the role.
Technical Assessment: A hands-on assessment to evaluate your technical skills and problem-solving abilities, focusing on network operations, cloud technologies, and security auditing.
Behavioral Interview: A conversation to assess your communication skills, teamwork, and cultural fit with Arctic Wolf.
Final Interview: A meeting with the hiring manager to discuss your career goals, expectations, and any remaining questions about the role.

Portfolio Review Tips:

Highlight relevant projects and case studies that demonstrate your network operations, cloud technologies, and security auditing skills.
Include any customer testimonials or success stories that showcase your ability to manage and resolve complex technical issues.
Showcase your problem-solving skills and ability to analyze and interpret data to inform decision-making and problem-solving.

Technical Challenge Preparation:

Brush up on your network operations, cloud technologies, and security auditing knowledge, focusing on hands-on exercises and real-world scenarios.
Familiarize yourself with Arctic Wolf's security platform and related technologies to ensure you can speak confidently about their products and services.
Prepare for behavioral interview questions by reflecting on your past experiences and identifying examples of your problem-solving skills, teamwork, and communication abilities.

ATS Keywords: Network Operations, Technical Support, Cloud Technologies, Security Auditing, Incident Response, Customer Support, Problem-Solving, Technical Troubleshooting, Team Collaboration, Data Analysis, Customer Experience, Cybersecurity

📝 Enhancement Note: Arctic Wolf's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit with the company. By preparing thoroughly and showcasing your relevant experience and skills, you can increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Network Technologies:

CCNA, Network+, or equivalent
Strong understanding of DHCP, DNS, and VLANs
Network operations center experience
Network routing and switching knowledge
Virtual environment experience with VMware or Hyper-V
Firewalls and IDS/IPS

Cloud Technologies:

AWS, Azure, and other cloud service providers
Infrastructure as Code (IaC) tools such as Terraform or CloudFormation
Containerization and orchestration tools such as Docker and Kubernetes

Security Technologies:

Security information and event management (SIEM) systems
Intrusion detection and prevention systems (IDPS)
Security information and event correlation (SIEC) tools
Security orchestration, automation, and response (SOAR) platforms

Scripting Languages:

PowerShell, bash, or other scripting languages
Python, JavaScript, or other programming languages (asset)

Monitoring Tools:

Network performance monitoring tools
Server and application monitoring tools
Log management and analysis tools

Deployment Tools:

Group Policy Objects (GPO)
System Center Configuration Manager (SCCM)
Intune
Jamf

📝 Enhancement Note: Arctic Wolf's technology stack is designed to provide customers with a comprehensive and effective security solution. By gaining expertise in Arctic Wolf's security platform and related technologies, you can contribute to the company's mission to end cyber risk and drive customer success.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Arctic Wolf prioritizes customer satisfaction and ensures that customers derive value from the Arctic Wolf platform. The Network and Technology Operations Analyst role is critical in driving customer success and optimizing customer environments.
Technical Excellence: Arctic Wolf fosters a culture of continuous learning and improvement, encouraging employees to develop their technical skills and stay up-to-date with industry trends and best practices.
Collaboration: Arctic Wolf values teamwork and cross-functional collaboration, with employees working together to ensure customers have a solid security foundation and derive value from the Arctic Wolf platform.
Innovation: Arctic Wolf encourages employees to think creatively and challenge the status quo, driving innovation in the cybersecurity industry.

Collaboration Style:

Cross-functional Integration: The Network and Technology Operations Analyst role requires frequent interaction with various teams, such as Onboarding, Concierge, and Security Services, fostering a dynamic and engaging work environment.
Code Review Culture: Arctic Wolf encourages a culture of code review and peer programming, ensuring that employees maintain high-quality work and learn from one another.
Knowledge Sharing: Arctic Wolf fosters a culture of knowledge sharing and continuous learning, with employees regularly participating in training sessions, workshops, and conferences.

📝 Enhancement Note: Arctic Wolf's commitment to customer satisfaction, technical excellence, collaboration, and innovation is evident in their comprehensive benefits package, including equity for all employees, a robust Employee Assistance Program, and opportunities for professional development and career advancement.

🌐 Challenges & Growth Opportunities

Technical Challenges:

Customer Environment Optimization: Drive optimization of customers' environments post-onboarding, ensuring a baseline security posture and helping customers start their security journey.
Incident Response: Manage incoming operational issues and provide post-incident remediation activities, ensuring customers derive value from the Arctic Wolf platform.
Technical Troubleshooting: Troubleshoot and resolve operational health of sensors and scanners in customer environments, including cloud sensor configuration and communication issues.
Customer Support: Capable of handling more customer technical operational issues and escalations on the phone or in digital meetings, providing guidance and expertise independently.

Learning & Development Opportunities:

Technical Skill Development: Develop expertise in Arctic Wolf's security platform and related technologies, with opportunities to advance to senior roles within the Network Operations or Security Services teams.
Cross-functional Collaboration: Gain experience working with various teams, such as Onboarding, Concierge, and Security Services, to expand your understanding of Arctic Wolf's operations and customer journey.
Leadership Development: Demonstrate strong performance and take on mentoring responsibilities, eventually transitioning into a leadership role within the team.

📝 Enhancement Note: Arctic Wolf's commitment to growth and development is evident in their comprehensive benefits package, including equity for all employees, a robust Employee Assistance Program, and opportunities for professional development and career advancement.

💡 Interview Preparation

Technical Questions:

Network Operations: Describe your experience with network operations, including managing network devices, configuring VLANs, and troubleshooting network issues.
Cloud Technologies: Explain your understanding of cloud technologies, including AWS, Azure, and other cloud service providers, and how you've applied this knowledge in a professional setting.
Security Auditing: Discuss your experience with security auditing, including network and security auditing tools, and how you've used this knowledge to identify and remediate security vulnerabilities.
Problem-Solving: Present a challenging technical problem you've faced in the past and walk through your approach to solving it, highlighting your ability to analyze data, identify trends, and make informed decisions.

Company & Culture Questions:

Customer Focus: Describe your experience working with customers and how you've ensured their satisfaction and success in a technical support role.
Teamwork: Share an example of a time when you worked collaboratively with a team to achieve a common goal, highlighting your ability to communicate effectively and contribute to a positive team dynamic.
Adaptability: Discuss a situation where you had to quickly learn a new technology or tool to accomplish a task or project, demonstrating your ability to adapt to new circumstances and overcome challenges.

Portfolio Presentation Strategy:

Technical Deep Dive: Prepare a detailed technical walkthrough of a relevant project or case study, highlighting your problem-solving skills, technical expertise, and ability to manage and resolve complex technical issues.
Customer Success Story: Include a customer success story or testimonial that showcases your ability to manage and resolve complex technical issues, ensuring customer satisfaction and driving customer success.
Technical Demonstration: Prepare a live demonstration of a relevant technical skill or tool, such as network troubleshooting, cloud configuration, or security auditing, to showcase your technical proficiency and ability to manage and resolve complex technical issues.

📝 Enhancement Note: Arctic Wolf's interview process is designed to assess your technical skills, problem-solving abilities, and cultural fit with the company. By preparing thoroughly and showcasing your relevant experience and skills, you can increase your chances of success in the interview process.

📌 Application Steps

To apply for this Network Operations Analyst (Customization Journey) position at Arctic Wolf:

Resume Optimization: Tailor your resume to highlight your relevant experience in network operations, cloud technologies, and security auditing, as well as your problem-solving skills, teamwork, and communication abilities.
Portfolio Preparation: Prepare a comprehensive portfolio showcasing your technical skills, problem-solving abilities, and customer success stories, with a focus on network operations, cloud technologies, and security auditing.
Technical Interview Preparation: Brush up on your technical skills, problem-solving abilities, and customer support experience, focusing on network operations, cloud technologies, and security auditing. Prepare for behavioral interview questions by reflecting on your past experiences and identifying examples of your problem-solving skills, teamwork, and communication abilities.
Company Research: Thoroughly research Arctic Wolf's company culture, values, and mission, ensuring you understand their commitment to customer satisfaction, technical excellence, collaboration, and innovation. Prepare questions to ask during the interview process to demonstrate your interest in the role and the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Network Operations Analyst