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Endpoint Technical Support Engineer

Abingdon, GB, OX14 3YP

Technical Support

Sophos Overview – Cybersecurity Evolved 

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

 

Endpoint Technical Support Engineer

 

Job Purpose

 

Here at Sophos we are currently expanding our Endpoint Technical Support Engineering team. You must be capable of delivering technical support, to both our partners and global customer base. Sophos are a leading network and Endpoint security vendor who deliver high quality support to both our Partners and Customers.

We are looking for technically minded individuals with strong troubleshooting skills to be part of our dynamic technical support team in Abingdon, UK. Not only will you will be able to help customers resolve technically complex issues, but you will also be working closely with the Engineering, Professional Services, Sales Engineering and other cross functional teams to provide feedback for improving the product quality and reliability of our products. You will also be involved in identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels. This position is challenging with a dynamic team and great room for growth!

Main duties

 

  • Having a strong customer service focus with the commitment to excellence
  • Being a customer ambassador who is passionate about creating a positive customer experience
  • Solving problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
  • Research incidents by replicating customer’s issues within a test environment.
  • Escalate incidents by collaborating with the Global Escalations Support team and other departments within Sophos.
  • Perform technical training and presentations of software and processes to other Sophos staff.
  • Learning and utilizing specific software tools and problem solving strategies to solve customer issues and continuously improve our processes
  • Creating online help content (articles, community posts, etc.) to document previously unknown solutions and help a large group of customers
  • Actively contributing to the development of new or changed processes and procedures
  • Having the ability to manage multiple priorities within a fast-paced environment
  • Record all activity in the department’s call logging system, updating cases within SLA

 

Skills & Experience

 

  • Experience of supporting customers over the phone within an IT environment.
  • Experience in handling customer cases via email systems.
  • Experience of installation, configuration and troubleshooting of Windows Desktop and Server operating systems. MCITP certification is an asset
  • Experience of using and troubleshooting macOS and Android operating systems
  • Know how to frame and understand customer issue and troubleshoot it through to resolution
  • A level of knowledge in supporting customers who have been compromised by Malware
  • Experience writing knowledgebase articles for internal publication
  • Experience with security solutions (Anti-Malware, Mobile, Email, Web and Encryption standards)
  • Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • 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 via phone, chat and email

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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