Cyber Security (Network) Support Engineer L1

Abingdon, GB, OX14 3YP

Technical Support

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.”

 

 

Provide high quality Technical Support for Sophos products, to Sophos customers, partners and other engineers.  Support is provided primarily via incoming telephone calls and email support.   As a Technical Support Engineer you will assist our partners and customers to solve problems and answer questions. We are looking for individuals who are passionate about creating a uniquely positive support experience and showing our partners and customers how much we care about them.

 

Main Duties

 

  • Having a strong customer service focus with the commitment to excellence and desire to delight customers
  • 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.
  • Ensuring customers have the tools and knowledge they need to run their business
  • Learning and utilizing specific software tools and problem solving strategies to solve for 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
  • Working within a matrix structure, so the post holder will have to work with peers and senior members of the technical support team alongside other departments within Sophos.
  • Reports to Technical Support Team Leader or to a senior member of the team in their absence.

 

Experience

 

  • Record all activity in the department’s call logging system, updating cases within SLAs, so that progress can be tracked with each customer’s incident, viewed via the customer portal, and reports generated for high profile customers
  • Use and create knowledgebase articles in line with departmental best practice based on new product information, support incidents, and/or common or critical issues
  • Ability to handle escalated calls while using good judgment to make sound recommendation
  • Ability to work with complex problems where analysis of situations or data requires review
  • Exercises judgment within defined procedures and practices to determine appropriate action
  • Demonstrated self - starter who is willing to change 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
  • Analyse and clarify customer queries though troubleshooting and researching existing knowledgebase articles / known issues.
  • Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice
  • Adhere to Sophos Support Services best practices
  • Participation in departmental projects
  • Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
  • To provide Technical Support to Sophos customers 7 days a week via different shifts

 

Essential:

 

  • Experience in a customer facing role
  • 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 configuration and troubleshooting Mail based systems (MTA/MUA) and general networking.
  • Experience writing knowledgebase articles for internal publication
  • Experience of installation, configuration and troubleshooting of Linux based networking appliances
  • Experience with security solutions (Anti-Malware, Mobile, Email, Web and Encryption standards)
  • Experience in configuration of Firewalls switches and routers
  • Troubleshooting using Wire shark or similar for packet analysis
  • Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP

 

Desirable:

 

  • Presenting to an audience
  • Experience with remediation of malware/viruses/Trojans
  • Experience of installation and configuration of Mac OS, Unix or Netware.
  • Experience in supporting Sophos software to end users and partners
  • Coaching experience within a team
  • Familiarity with Sophos solutions or similar competitive products/Sophos UTM Certified Engineer

 

Skills & Abilities

 

  • Telephone skills – ability to handle telephone calls
  • Customer service – ability to communicate effectively both verbally and written
  • Networking related certification, e.g. CCNA, Networking +
  • Research and Analysis
  • Computer Skills – Setting up, upgrading, trouble shooting, installation and Configuration
  • Clear written skills
  • Mentoring
  • Coaching
  • Ability to prioritise within a high workload

 

 

Behavious

 

Essential:

  • Openness – Adds demonstrable value to team
  • Reliability - Attention to detail
  • Openness - Team Working
  • Velocity – operates with energy, direction, speed and quality. Motivational and pro-active
  • Velocity & Openness - Adaptability

 

Desirable:

  • Innovation – sees and initiates improvements
  • Reliability – accountable to colleagues and customers
  • Reliability – Tenacious response to problems

 

Qualifications

 

Essential:

  • Bachelors degree in CS or equivalent work experience
  • CCNA and/or CompTia Network+

 

Desirable:

  • CCNP, CCIE

 

Other

  • To be able to attend work at short notice in the event of a virus outbreak to cover additional call volumes.

 

 

Benefits

 

The remuneration package includes:

  • Annual holiday entitlement of 25 days
  • Group personal pension scheme
  • Private medical insurance
  • Critical illness insurance
  • Death in service policy (life assurance)
  • Permanent health insurance

 

Working conditions at Sophos are very good and include:

 

  • Subsidised staff restaurant
  • Free beverages, fruit and pastries

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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