IT Support Specialist

Abingdon, GB, OX14 3YP

Information Technology

Sophos Overview – Cybersecurity Evolved

As a worldwide leader in next-generation cybersecurity, Sophos protects nearly 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs – a global threat intelligence and data science team – Sophos’ cloud-native and AI-enhanced solutions secure endpoints (laptops, servers and mobile devices) and networks against evolving cybercriminal tactics and techniques, including automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more. The award-winning Sophos Central cloud-based platform integrates Sophos’ entire portfolio of best-of-breed products, from the Intercept X endpoint solution to the XG Firewall, into a single system called Synchronized Security. Sophos products are exclusively available through a global channel of more than 47,000 partners and Managed Service Providers (MSPs). Sophos also makes its innovative commercial technologies available to consumers via Sophos Home. The company is headquartered in Oxford, U.K., and is publicly traded on the London Stock Exchange under the symbol “SOPH.”


Job Purpose


The Global Information Technology (IT) Service Management Team are part of Sophos’s Information Technology Organisation responsible for the procurement, delivery, management and support of all Sophos’s Internal IT infrastructure and needs.
Working as part of the IT Organisation, the Service Management Team are responsible for the support of all Sophos’s internal Customers 24 hours a day, 7 days a week. The Service Desk (SD) is geographically dispersed across all of Sophos’s key sites and based on a traditional IT Service Management model of Level 1, 2 and 3 IT Support Specialists.


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 businesses IT needs. Additionally they will provide support to IT Support Specialist’s L1 and L3 Team Members 

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.


Main Duties


  • 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 Customers, Internal Support Teams and 3rd Service Providers.
  • Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards.
  • Ensure that Customers are kept fully informed and up to date with the status of their incidents/requests. Provide effective and timely Communications to the Business during widespread business impacts
  • Ensure that all records and documents are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.  
  • Interprets technical or procedure manuals on behalf of non-technical Customers and provides routine training in normal usage of services and systems
  • Works to ensure that Sophos’s high security standards are proactively maintained by ensuring that Customer requests are properly and appropriately validated. Additionally all agreed Security standards and Processes are adhered to.
  • 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 (SLAs) 
  • Be proactive in assisting the Global Service Management Team in developing and deploying Continuous Improvement Plans for the Team and its processes. Typical activities include but are not limited to:
  • Ensure that all documents related to Known Errors and Workarounds are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets. 
  • Assist in Project related activities as required 
  • Assists Customers in making more effective use of desktop systems, products and services enabling them to increase their business value
  • Actively participate in all regular Global Service Desk meetings


Skills & Experience




  • Experience working in an L1 and L2 role
  •  Previous experience of providing IT support in a fast paced, dynamic corporate environment.
  • Security – Anti Virus, Encryption (Bitlocker), awareness in password policies and Malware
  • Active Directory - creating and managing users accounts, creating and managing distribution/security groups Sophos
  • Windows - 7,8 & 10
  •  Exchange - 2013
  •  Basic Networking - assigning VLAN’s
  • Hardware – Laptops, Desktops, Printers, Mobile Phones, peripheral




  • Skype for Business
  • VOIP/ Telephony
  • Microsoft Products
  • Sophos Products
  • Apple hardware and products
  • Linux/UnixAudio/ Video conferencing (Polycom)
  • Mobile phone management
  • Remote Desktop
  • Customer Focused
  •  Strong troubleshooting
  • Strong Team Working
  • Strong communication: written and verbal
  •  Analytical and problem solving capabilities


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 data protection policy which can be found here 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 reply to this or other emails from Sophos clearly stating your request, or follow the steps set out in the data protection policy describing your individual rights.  If you have any questions about Sophos’ data protection practices please contact

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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