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Technical Support Engineer L1 - 2

Bangalore, KA, IN, 560103

Technical Support

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

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 the customers using our products and services shall recommend them to others
  • Handle customer complaints and escalations directly (via phone, email, remote desktop)

 

  • Implement, troubleshoot and Support Sophos Endpoint Security products that provide visibility and defense-in-depth of all endpoints.
  • Provide high level of support to Security Operations and Support teams for Sophos products that make up the endpoint security tool set.
  • Administer, operate, and maintain threat environment, including installation, configuration, tuning, and maintenance of threat components, such as: AV, DLP, application control etc.
  • Upgrade and patch Sophos security platform products to the latest versions.
  • Perform supporting tasks such as system hardening, high availability configurations.
  • Work with the customers to develop requirements to meet their security objectives.
  • Experience in windows logs analysis, device configuration, reporting and troubleshooting.
  • Advanced knowledge of the Antivirus product architecture.
  • Evaluate the criticality, severity of the issues, and ensure that they are addressed observing the priority
  • Document all technical issues, analysis and communication with the customer and ensure a crystal-clear documentation
  • Be a Single contact for each Customer reported Issue (manage, troubleshoot, resolutions).
  • Handle the Service Requests from cradle to grave

 

Skills & Experience

  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
  • Strong technical knowledge and understanding of IT Security concepts and technologies 
  • Ability to handle escalated calls while using good judgment to make sound recommendations
  • Cloud architecture understanding.
  • Networking components in AWS, Azure etc.
  • Hands on experience on Windows/Linux/Mac OS environment
  • Understanding of client – server architecture.
  • Understanding of the OSI model and related concepts.
  • Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Understanding of Virtualization concepts and virtual system administration
  • Understanding of API
  • Windows system Administration/Virtualization
  • Understanding of Active Directory, IIS, DMZ, Relay server and proxy server.
  • Understanding of Next – Gen Antivirus.
  • Understanding of Antivirus Detection techniques
  • Experience of Installation, configuration and troubleshooting of different OS
  • Experience of Installation, configuration and troubleshooting of Antivirus
  • Understanding of Cryptographic techniques.
  • Understanding of Mobile OS – Android, iOS, Windows
  • Understanding of common attacks and vulnerabilities
  • Experience in handling Ransomware and remediation.
  • Understanding and experience on Sysinternal Suite.
  • Understanding of DLP concept.
  • Basic knowledge of SQL database and queries.
  • 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

 

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, 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.


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