Technical Support Engineer L1 - 1

Ahmedabad, GJ, IN, 380006

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.”

Role

 

As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.

 

Main Duties

  • Having a strong customer service focus with the commitment to excellence and desire to delight customers and being a customer ambassador who is passionate about creating a positive customer experience
  • Solving technical problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
  • Handle customer complaints and escalations (via phone, email, remote desktop) by talking to customers directly.

 

Skills & Experience

  • Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies 
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
  • Ability to handle escalated calls while using good judgment to make sound recommendations
  • Advanced computer skills and 4 plus years (Level 1) or 7 plus years (Level 2) including but not limited to: Linux, Unix, Postfix, DNS, BIND, Networking, Network security, Apache, Squid, SQL, Proxies, Email security, http protocol, PostgreSQL, shell scripting, bash, web proxy, web security, spam filtering, Active Directory
  • Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Thorough knowledge and understanding of the following concepts: Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus and Disaster Recovery.
  • Experience of installation and configuration of Mac OS, UNIX or Netware.

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, Cloud, Unix, Linux, SQL, Technology

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