End User Services Administrator

Our Mission

To End Cyber Risk Arctic Wolf is a cybersecurity company on a mission to help organizations turn cyber risk into business resilience. Powered by the Aurora® Platform, we combine AI-driven automation with the expertise of our security teams to deliver security operations that help customers stay ahead of evolving threats. Today, cyber risk is one of the most significant business challenges organizations face.

As attackers move faster and leverage AI to scale their efforts, traditional approaches to security are struggling to keep pace. That's why we take a different approach. Our AI-native platform and Agentic SOC operate at machine speed, enabling organizations to adopt an operations-led security model that delivers faster time to value, measurable risk reduction, and stronger security outcomes. At Arctic Wolf, we're not just responding to the future of cybersecurity, we're helping shape it.

As an End User Services Administrator, you will play a key role in enabling employee success by delivering exceptional day‑to‑day IT support and a seamless technology experience. As a hands‑on, customer‑focused professional, you will serve as a trusted partner to Arctic Wolf employees, ensuring they have the tools, access, and support needed to perform at their best. Your work will have a direct impact on productivity, employee satisfaction, and the overall success of the business.

This role is based in our Newcastle office, where you will work closely with local colleagues while supporting employees across the wider organization.

• Serve as a trusted IT partner to Arctic Wolf employees, delivering exceptional end‑user support and ensuring a seamless technology experience.
• Provide first‑line support for technical issues, service requests, and access‑related needs across office‑based and remote employees globally.
• Respond to and resolve incidents through phone, email, and ticketing channels, prioritizing requests based on business impact and urgency.
• Troubleshoot hardware, software, and application issues, collaborating with specialist IT teams when escalation or additional expertise is required.
• Support and maintain Arctic Wolf's workplace technology ecosystem, including Jamf, Microsoft
  365, Slack, Okta, and other business‑critical SaaS platforms.
• Create and maintain knowledge base documentation to enhance self‑service capabilities and improve the overall employee experience.
• Contribute to our global follow‑the‑sun support model, partnering with colleagues across regions to provide continuous support coverage for employees worldwide.
• Identify opportunities to improve support processes, user experience, and operational efficiency.
• Occasionally travel to other Arctic Wolf locations to support deployments, projects, and on‑site IT initiatives.

• Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non‑technical audiences.
• A collaborative and customer‑focused approach, with the ability to build strong relationships across the business.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities effectively.
• A proactive, solution‑oriented mindset with a focus on continuous improvement.
• Strong problem‑solving skills and sound judgment when balancing competing demands.
• Adaptability and resilience in a fast‑paced, dynamic environment.

• 2+ years of experience providing Service Desk or End User Support within a professional environment.
• Degree, diploma, or equivalent qualification in Information Technology or a related discipline.
• Strong knowledge of macOS, Windows, and/or Linux environments.
• Understanding of networking fundamentals, including TCP/IP,…