About Us Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. More information is available at www.sophos.com.
Role Summary You will be the point of escalation for all IC1 support engineers. An active technical resource on IT-related projects, creating knowledge, and instructional articles, contributing to IT service processes, standards, and policies, and providing Executive-level support.
What You Will Do Interact with customers through video calls, chat, email, or in-person to triage and resolve tickets using existing knowledge.Follow established Standard Operating Procedures (SOPs) for IT processes.Support onboarding of new employees.Actively manage day-to-day tickets and workloads, including clear ticket notes.Know how an ITSM platform is used within the IT service organization and provide suggestions for improvements.Provide escalated technical support.Work with the Asset Manager, and maintain suitable regional stock levels of IT equipment by raising quotes and orders with chosen vendors to fulfill the stock needs.Identify key barriers/core problems and apply problem-solving skills to resolve complex situations.Provide training and guidance to our customers on how to use various IT tools and applications effectively.What You Will Bring In-depth knowledge of either Mac and/or PC OS environments.Ability to troubleshoot common productivity tools, such as O365, Email, Zoom, etc.Possess a robust ability to troubleshoot IT hardware, including diagnosing and resolving issues with Laptops, Desktops, Printers, Mobile Phones, and peripherals.Network knowledge including understanding the network principles and using troubleshooting tools such as ping, traceroute, and Wireshark.Familiarity with technologies such as VPN, LAN, WAN, and wireless networks.Comfortable troubleshooting File and print server administration, Windows Server, and Exchange connectivity.Strong awareness of device management tools like Intune and JAMF.Strong Audio-Visual (AV) and Collaboration related skills and knowledge.Strong understanding of Security – Anti Virus, Encryption (BitLocker), and awareness of password policies and Malware.Awareness of cloud computing environments and web-based applications.Strong communication skills in English both written and verbal.Excellent customer service orientation.Effective problem-solving skills and proactive attitude.Handling VIPs/SMT and Customer escalations.Strong analytical and logical skills.The ability to work alone and in a team as required.Provide ticket & communication updates, and contribute towards improvement that adheres to our standards.Assist in Project related activities as required.Ensure that all knowledge base documents related to Known Errors and Workarounds are created and reviewed.Amenable to work on 9AM-6PM schedule.Amenable to report to office 2x a week.Ready to Join Us? At Sophos, we believe in the power of diverse perspectives to fuel innovation. We encourage you to apply.
What's Great About Sophos? Sophos operates a remote-first working model, making remote work the primary option for most employees.Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit.Employee-led diversity and inclusion networks that build community and provide education and advocacy.Annual charity and fundraising initiatives and volunteer days for employees to support local communities.Global employee sustainability initiatives to reduce our environmental footprint.Global fitness and trivia competitions to keep our bodies and minds sharp.Global wellbeing days for employees to relax and recharge.Monthly wellbeing webinars and training to support employee health and wellbeing.Our Commitment To You We're proud of the diverse and inclusive environment we have at Sophos, and we're committed to ensuring equality of opportunity.
Data Protection If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy.
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