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Cyber Security Support Specialist - L1

Abingdon, GB, OX14 3YP

Technical Support

Sophos Overview – Cybersecurity Evolved  
Sophos evolves to meet every new challenge, protecting more than 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs, our cloud-native and AI-enhanced solutions are able to adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques. Managed through our award-winning, cloud-based platform, Sophos Central, our best-of-breed products work together through our unique Synchronized Security system to share threat intelligence and respond to evolving threats. The Sophos suite of products secures networks and endpoints against automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more. 

 

 

Job purpose:

Sophos are seeking applications for the position of Technical Support Engineer – Level 1. This role is in our Network Support Group. You must be capable of delivering technical support to both our partners and global customer base on our Next Gen Firewalls and other associated network products. You will work as part of a pod of engineers and aim to deliver a great support experience to our customers and partners. You will use primarily Phone and Email to support our customer set ensuring to adhere to our support  best practices and the Service Level Objectives in our support agreements. As well as working within the pod you will liaise with other parts of Technical Support and cross functional teams on a day to day basis.

 

Key Competencies:

Collaboration: An ability to work collaboratively with customers, partners and colleagues to drive the best solution for the customer. 

Technical Curiosity: A demonstrable knowledge of Computer Networking and a desire to keep building on that knowledge and share it with others

Customer Obsession: Place our customers front and centre in every decision and action carried out in the role

Initiative: Voluntarily take the steps needed to identify and address existing and potential obstacles, issues, and opportunities

 

Main Duties:

  • Work as part of a pod of engineers who are responsible for resolving customers’ product issues via phone, email and chat
  • Build a strong and demonstrable knowledge of our products
  • Solve problems and deliver a top-quality support experience to our customers which will in turn drive customer loyalty and advocacy
  • Collaborate with the next tier of Support and other departments within Sophos.
  • Perform technical training and presentations of software and processes to other Sophos staff.
  • Mentor and share information with colleagues to increase the knowledge in the team
  • Create online help content to document helpful solutions for our customers & colleagues
  • Actively contribute to the development of new or changed processes and procedures

 

Experience Required:

  • Experience of supporting customers via phone & email within an IT environment
  • Know how to frame and understand a customer issue and troubleshoot it through to resolution   
  • Demonstrable knowledge of fundamentals of networking and systems principles including DNS, DHCP, VLANs, Subnetting, Routing Protocols, Email, SSO, Client Security and Antivirus
  • Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Troubleshooting using Wireshark or similar for packet captures
  • Professional certifications from Cisco, Microsoft, Sophos, ICS2, GIAC, Network+ etc. not essential but desirable
  • Demonstrated self-starter who can adapt quickly between roles, duties and tasks
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues
  • Knowledge of Virtualization, Linux and Windows systems advantageous
  • Fluent English is required

 

 

Equal Opportunities & Privacy 

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation. If you choose to explore this 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 and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com. 

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.


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