Technical Support Engineer L2 - 2

Ahmedabad, GJ, IN, 380006

Technical Support

Sophos makes IT security simple with next-generation solutions that protect networks, servers, and devices, wherever they are. Today, more than 100 million users in 150 countries and a global network of channel partners trust Sophos to deliver simple solutions to complex security challenges. Focused on innovation and backed by a global network of Sophos Labs threat intelligence centers and industry-leading support, Sophos delivers solutions that are simple to deploy, maintain, and manage, enabling organizations to focus on performance and growth. Sophos — Security made simple.

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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