Manager – Citrix NetScaler Ops Engineer
SS&C Technologies
CitrixCloudDNSTCP/IPVMware
Network and Technology Operations Analyst – Customization Journey
Arctic Wolf
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇦🇺 Australia
Visit company websiteJob Level
Junior
Tech Stack
AWSAzureCloudDNSFirewallsJamfLinuxSwitchingVMware
About the role
- Manages in-coming operational issues and works with the Security Services team to provide post-incident remediation activities.
- Drive optimization of customers environments post onboarding to establish a baseline security posture to start the customer on their security journey.
- Work closely with customers to create a basic configuration and help educate the customer on the use of the platform.
- Remediate missing or incorrectly configured elements of the platform to ensure the customer is deriving value from the AW platform.
- Work closely with Onboarding and Concierge teams to ensure customers decrease time to value.
- Analyze incoming operational events based on different data points; network, endpoint, and log sources expediently, consistently, and accurately.
- Leverage education and training to identify correlations or trends in customer environments to determine if behavior is expected.
- Own overall technical outcome and direction for the case for the customer, with authority to guide less experienced Triage team members in support tasks and participation in customer interactions.
- Review customer configurations to ensure that the system is operating effectively.
- Independently investigate or update more complex configurations based on identified customer needs.
- Troubleshoot and resolve operational health of sensors and scanners in customer environments.
- Resolve cloud sensor configuration and communication issues.
- Review customer requests including but not limited to requests for information, additional input or suggestions on next steps independently within area of expertise using your knowledge and engage the other experts within other disciplines to resolve matters appropriately as required to resolve issues quickly.
- Conduct quality reviews on outgoing tickets, engagements, and at a system level looking for areas of improvement.
- Provide input to management based on findings.
- Advise peers and receive input on how to provide a better customer experience.
- Manage and monitor ticket queues to ensure timely and efficient resolution of issues.
- Coach and mentor other team members based on expertise, handling customer calls and escalations at any time required.
- Participate in a 24x7 shift schedule as required.
- 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.
Requirements
- 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 the R&D teams.
- Focus on efforts to get the customer the technical answer
- Can prioritize, manage, align and optimize tasks and activities with goals and strategy as well as expectations with other internal teams (where relevant)
- 6 months-2 years relevant experience in a security/networking role
- 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 an asset
- Deployment tools such as GPO, SCCM, Intune, or Jamf
Benefits
- Equity for all employees
- Flexible time off and paid volunteer days
- Training and career development programs
- Comprehensive private benefits plan including medical, mental health, dental, disability, and value-added services
- Robust Employee Assistance Program (EAP) with mental health service
- Fertility support and paid parental leave
- Superannuation Fund that Arctic Wolf pays into
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Technical TroubleshootingProblem-solvingDHCPDNSVLANsPowerShellBashNetwork RoutingSwitchingCloud technologies
Soft skills
OwnershipAccountabilityEffective communicationTeam collaborationAnalytical skillsDecision-makingTime managementCustomer focusPrioritizationMentoring
Certifications
CCNANetwork+MCSEActive Directory MCP
