Network and Technology Operations Analyst Co-op (Spring term)

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 & Technology Operations Analyst co-op to be part of making that happen. This role will be based onsite in our Waterloo office.

About the role :

The Network and Technology Operations Analyst Co-Op role is front line Operations Center position, supporting our security operational services around the world. The role involves troubleshooting product issues faced by customers and escalating to our internal support teams as needed. This role is customer facing, as you will be dealing directly with customers and their issues. The Network and Technology Operations Analyst Co-Op is responsible for providing expert, professional and skills support for the various Arctic Wolf products in our customer environments.

Responsibilities :

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.

Document knowledge-base articles and technical solutions.

Work with the Technical Support team on critical or time sensitive issues.

Prioritize and triage request and incoming alerts and manage personal workload

Ability to run an investigation to completion, leveraging your communication skills and ability to make complex technical issues simple to understand.

Steer investigations and leverage your knowledge to engage the other experts within other disciplines appropriately.

Determine efficiencies or areas of improvement for repeatable tasks.

Support customers experiencing difficulties with our products via phone and online support tools.

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.

Skills and Experience :

Ongoing BS / College Diploma in an IT discipline

CCNA, Network+ or equivalent (have or pursuing)

Understanding of DHCP, DNS and VLANs

Network operations center experience preferred

Customer facing experience preferred

Basic understanding of PowerShell, bash or other scripting languages

You may attend trainings, seminars or webinars relevant to job role to enhance current knowledge base and skill set in order to improve job performance and efficiency.

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 USA (2021-2025), Best Places to Work - USA (2021-2025), Great Place to Work - Canada (2021-2024), Great Place to Work - UK (2024-2026), and Kununu Top Company - Germany (2024-2026). Our commitment to bold growth and shaping the future of security operations is matched by our dedication to customer satisfaction, with over 10,000 customers worldwide and more than 2,000 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 that-by protecting people's 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.

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.

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 entire?employee?experience as accessible as possible and provide?accommodations?as 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 AWN's 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.