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Senior Technical Trainer

Cork, IE

Technical Support

Sophos Overview – Cybersecurity Evolved

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Senior Technical Trainer

 

Job Purpose

 

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. Our cloud-native and AI-enhanced solutions can adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques powered by SophosLabs. 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.

 

Sophos is seeking a Senior Technical Trainer to develop, own, and drive training and enablement-focused projects and programs for the Sophos Technical Support staff. The key responsibility of the Senior Technical Trainer is the delivery of Sophos technical certification to our Support staff. In addition to this, you’ll work with colleagues to develop technical training content, occasionally owning a specific course to production while providing feedback on where we can make these courses even better.   You’ll need to bring the strong and relevant experience of managing projects and programs involving multiple inputs and driving success for all involved parties.

 

Finally, you’ll be responsible for creating an onboarding training program for new Technical Support employees globally. Drive training programs to enrich employee professional development, product technical expertise and continually improve responsiveness and resolution for phone and email customer support cases.

 

Duties & Responsibilities

 

  • Deliver high-quality virtual and in-person technical training in line with industry-recognized best practices on Sophos solutions to the Sophos support team.
  • Lead Instructional Design Programs through development, delivery, and continuous monitoring of training materials to qualify, develop and improve technical knowledge of the support staff.
  • Design and expand training and development programs based on the need of the organization and the individual.
  • Develop and retain an up-to-date knowledge of current working practices by periodically spending time working with the operational divisions.
  • Carry out course monitoring and evaluation by ensuring the collection of completed participants' course reports and completing a training report at the end of each event.
  • Identify technical training and professional development needs within the support organization through job analysis and regular consultation with business managers.
  • Conduct an annual Training Needs Analysis (TNA) with all teams. Identify barriers to business success and, establish training needs and provide feedback to appropriate managers on any topics falling outside the training remit.
  • Evaluate options for training delivery to determine the best method to get the outcome needed.
  • Monitor the KPIs for training issues, including:
    • training days delivered
    • cost per training day
    • Outcomes:  Agent CSATs, agent’s retention of the training, agent’s ability to answer customers issues and troubleshoot, as applicable
  • Ensure that all training materials are produced to a professional standard and comply with Company standards. Work closely with the Product Management, Support Readiness, Subject Matter Experts on producing technical training materials.
  • Ensure that certified trainers and training facilities are used internally and externally, in line with business and educational objectives.
  • Mentor other instructors/team leaders/Subject Matter Experts in the content and course delivery techniques for assigned technical courses.
  • Maintain the quality and consistency of course content throughout a course’s life cycle.

 

Skills & Experience

 

  • 5+ years of experience developing content for technical training, computer-based training, and within a formalized training role.
  • Recent experience building and delivering educational resources, including designing virtualized network training lab environments, administrating LMS systems for reporting, and authoring exams and self-assessment surveys.
  • Hands-on experience using or teaching Network and Security technologies, including Routing, Switching, Anti-spam, Anti-Malware, Firewall, Endpoint securities.
  • Experience supporting virtual platforms (VMWare, Hyper-V, Xen) or Cloud platforms (AWS, Azure, Google).
  • Ability to assess technical requirements and propose appropriate solutions.
  • Exceptional interpersonal and communication skills, both spoken and written English; proficiency in additional languages is a plus.
  • Excellent organizational and time-management abilities.
  • Thrives in a multitasking environment and can adjust priorities on the fly.

 

Desirable

 

        •  
  • Experience in eLearning video development using Articulate, Camtasia, or Captivate software.
  • Experience working with a variety of workstation, server, router and switch operating systems and endpoint technologies.
  • Previous experience working in a hands-on role with technical products (such as technical support, sales engineering, operations, and system administration).
  • Experience working with antivirus, client, firewall, patch management, networking and other network security technologies.

 

Equal Opportunities & Privacy

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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