End User Services Administrator

Arctic Wolf; Newcastle upon Tyne; On-site; GBP 28,000 - 57,000; Full time

Benefits offered by this job

Equity for all employees

28 days annual leave

Pension plan

Training and development

Employee Assistance Program (EAP)

Job summary

Arctic Wolf is seeking an End User Services Administrator in Newcastle to deliver exceptional day-to-day IT support and enable a seamless technology experience for employees.

You will handle first-line support for office-based and remote staff globally, troubleshoot hardware and software, and collaborate with specialist IT teams to resolve issues. Pass through with strong communication and proactive problem-solving to improve user satisfaction.

Qualifications

• 2+ years of experience providing Service Desk or End User Support in 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 (TCP/IP, DNS, DHCP).
• Experience setting up and supporting workstations, monitors, docking stations, printers, and peripherals.
• Experience with ServiceNow, Jira, Confluence, Okta, Slack, Jamf, and Microsoft 365.
• Ability to troubleshoot complex application and endpoint issues in a modern SaaS-driven environment.

Responsibilities

• Provide first-line IT support for office-based and remote employees globally.
• Respond to and resolve incidents via phone, email and ticketing systems.
• Troubleshoot hardware, software, and application issues and escalate when needed.
• Maintain and improve workplace technology ecosystem (Jamf, M365, Slack, Okta, other SaaS).

Skills

End User Support

Customer focus

Communication

Problem-solving

Collaboration

Attention to detail

Education

Degree or Diploma in IT or related

Tools

ServiceNow

Jira

Confluence

Okta

Slack

Jamf

Microsoft 365

Job description

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 [e-mail] 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 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, DNS, and DHCP.
• Experience setting up and supporting workstations, monitors, docking stations, printers, and related peripherals.
• Experience with ServiceNow, Jira, Confluence, Okta, Slack, Jamf, and the Microsoft 365 suite.
• Demonstrated ability to troubleshoot complex application and endpoint issues in a modern SaaS-driven environment.

Core Competencies

• Drive for Results
• Communication
• Creativity

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.

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.

The base salary range for this job family is 28,000 to 57,000 GBP annually. This range reflects the base pay the company reasonably expects to offer for this position, aligned to the broader job family base pay structure. Actual base pay may vary based on skills, experience, and location, including job family level. In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.