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IT Support Engineer

Abingdon, GB, OX14 3YP

Information Technology

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: 

IT Support Specialist Level 2 (L2) works as part of the Global Service Management Team and is responsible for providing IT Customers with effective support and assistance across all aspects of the business’ IT needs.  Additionally, this role is requested to travel regularly (suspended until further notice, COVID), and in special conditions with very short notice to other locations in the EMEA region.

 

The position is responsible for supporting and maintaining the organisations environment, currently Microsoft Server and Desktop operating systems and the Microsoft Exchange environment, plus general maintenance of all IT-related hardware/software. The position provides exposure to a broad range of IT-related projects and activities.

Working as part of the Global Service Management Team this role will have specific responsibility for the effective management and improvement of the Incident Management and Service Request Processes.

Working with Customers, colleagues and suppliers, on a variety of support environments, different infrastructure projects, operational and geographical areas your key responsibilities will include:

 

Main Duties: 

Incident and Service Request Management

Managing through to resolution, Incident and Service Request Tickets in accordance with the Sophos Incident Management Policy and Process. This includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets.

Be an effective interface between Internal Customers, Internal Support Teams and 3rd Party Service Providers, with the understanding of the business needs and translating them into technology solutions.

 

Managing Workload

It is expected that L2 Specialists manage your day to day tasks effectively ensuring that work is completed according to priority and completed within the agreed Service Level Agreements.

Special Conditions

Some out of hours work when necessary.

Required to travel within regions or globally on regular basis (50-70% of work time)

Participation in on-call support rotation may be required.

 

Skills & Experience: 

Essential:

  • 3+ years’ experience working in a L2 IT Support role.
  • 5+ years’ experience of providing IT support in a fast paced, dynamic corporate environment.
  • Strong understanding Security – Anti Virus, Encryption (BitLocker), awareness in password policies and Malware
  • Strong experience working with Active Directory - creating and managing users accounts, creating, and managing distribution/security groups.
  • Windows - 7,8 & 10
  • Windows Server 2012R2, 2016, 2019
  • Windows Exchange 2013, 2016
  • Microsoft Products (O365 Office, Teams, Skype for Business)
  • Network knowledge – understanding the basic network principals.  
  • Hardware – Laptops, Desktops, Printers, Mobile Phones, peripherals
  • Strong communication skills in English both written and verbal (German optional but highly welcome)
  • Strong customer service orientation
  • Effective problem-solving skills and proactive attitude
  • Strong analytical and logical skills, problem-solving, diagnostics skills and enjoy working as an global team
  • The ability to work alone and in the team as required
     

Desirable

  • Bachelor’s degree in Computer Science, or related field required.
  • VOIP / Telephony
  • Sophos Products
  • Apple hardware and products
  • Linux/Unix
  • Audio/ Video conferencing (Zoom/Teams)
  • Mobile phone management
  • Remote Support tools (MS RDP/LogMeIn)
  • Experience in IT topics like software logistics, databases, hardware layouts/components, networks.
  • Microsoft Certifications in one or more key disciplines
  • ITIL ® Foundation in IT Service Management

 

Job Number: 4330

 

Equal Opportunities

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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