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End User Services Administrator
Arctic Wolf Networks
posted 15d ago
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Flexible timing
Key skills for the job
Job Description
We re looking for an End User Service Administrator - IT Operations to be part of making this happen.
Position Overview and Objective
The End User Services Administrator is a hands-on, internal customer focused role,
providing day to day support to Arctic Wolf employees. The Administrator s primary
accountability will be to the End User, ensuring that Arctic Wolf s employees are
equipped and able to perform their roles.
Primary Responsibilities and Duties
Provide first-level office-wide support, with accountability for resolving end-user
technical queries and incidents.
Respond to incoming calls, emails, service requests, and incidents related to technical
issues or requests.
Prioritise 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 base s day-
to-day 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 Wolf s core SaaS application stack (Egnyte, O365, Slack, Okta, etc.) as
well as maintaining a strong, current, knowledge of these applications through training,
certification, and self-paced education.
Key Skills
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 organisational 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 prioritise multiple competing priorities.
Ability to lift computer equipment weighing up to 25 lbs.
Ability to adjust to changing workload demands and schedules.
Key Competencies
Drive For Results
Communication
Creativity
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 is an asset.
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.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
Arctic Wolf Networks Benefits
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