End User Services Administrator

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., 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 here. 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, colour, 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 EM All wolves receive compelling compensation and benefits packages, including:

• Equity for all employees
• 28 days annual leave, 8 bank holidays, and paid volunteering days off
• Pension plan employer match
• Training and career development programs
• Robust Employee Assistance Program (EAP) with mental health service
• Comprehensive private benefits plan including medical insurance, virtual GP, optical and dental cashback, life insurance (4x basic salary) and group income protection.
• Family-forming benefits and enhance maternity benefits

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.

• Excellent written and verbal communication skills, with the ability to explain technical concepts to both…