Associate IT Operations Engineer

Ahmedabad, GJ, IN, 380006

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 1 (L1) 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 Specialists L2 and L3 Team Members.

The position is responsible for supporting and maintaining the organizations 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.

Our goal is provided high-quality support in adherence to agreed service levels and in accordance with the policies and procedures. 

Duties & Responsibilities:

  • 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:

Incident and Service Request Management

  • Proactively manage the inbound requests for support (Incidents) and service (Service Requests) including those received through voice calls / Service Management System / email and chat requests. 
  • 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.
  • Wherever possible ensure that standard solutions are used to resolve open Incidents and Service Requests. Where these do not exist ensure that the next level of support are aware of the any gaps identified. 
  • 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 high security standards are proactively maintained by ensuring that incoming Customer requests are properly and appropriately validated. Additionally, all agreed Security standards and Processes are adhered to. Managing workload.
  • It is expected that L1 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) and with appropriate supervision from L2, L3 Support Specialists and overview from the Team Leaders or Regional Service Managers.


  • Where this role is part of the Global Service Desk, you will be required to work in a rotating shift pattern to ensure 24 x 7 coverage of the Sophos business.
  • Required some out of work hours when necessary
  • Required to participate in an on-call support rotation

Organizational Responsibility:

  • Reports to Team Leader, Shift Leader of Regional Service Manager depending on location.
  • Works co-operatively and collaboratively with other members of the Service Management Team, IT Functions and Suppliers as required. 
  • Ensure that agreed actions from 1 to 1s and appraisals are completed within the timeframes established


Experience & Skills:

  • Experience working in an L1 role (Minimum of 2 years)
  • Previous experience of providing IT support in a fast paced, dynamic corporate environment. 
  • Active Directory - creating and managing users accounts, creating and managing distribution/security groups.
  • Windows - 7,8 & 10
  • Basic Networking - assigning VLANs
  • Hardware Laptops, Desktops, Printers, Mobile Phones, peripherals.
  • Remote Desktop & remote troubleshooting tools.
  • Skype for Business.
  • VOIP/ Telephony.
  • Microsoft Products.
  • Sophos Products


  • Relevant Bachelors/Diploma degree or equivalent education and experience from reputed college / university.


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, color, 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.