Chinonso O.

Network Operations Support Analyst @Arctic Wolf

Waterloo, ON, CA

ResponsibilitiesTroubleshoot 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- Managed Awareness allow-listing configurationAdditional Responsibilities Include- 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- Strong communication skills and easily interact with a variety of different people and personalities- Effective handling of customer found issues and running them to solution- Being a mentor to team members to provide guidance- Understanding the processes and systems Arctic Wolf uses which is critical in helping customers in support requests-Provide after-hours coverage for emergency situations