Technical Support Engineer - Level 2

Cork, IE

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.


Technical Support Engineer (Level2)


Job Purpose


Here at Sophos, we are currently recruiting for a number of Technical Support Engineers. Working as part of 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 be the senior engineer in a pod, working together 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.


Main Duties


  • Collaboration: An ability to work collaboratively with customers, partners and colleagues to drive the best solution for the customer. 
  • Coaching: A desire to share knowledge and help others excel.
  • 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


Key Responsibilities


  • 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

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.

Job Segment: Technical Support, Cisco, Linux, Virtualization, Cloud, Technology