Cyber Security (Network) Support Engineer (German)

Cork, IE

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.”

Sophos are seeking applications for the position of Network Security Technical Support Engineer (With German and English). You must be capable of delivering technical support, in English and German (written and spoken), to our client's global customer base. Sophos are a leading network and Endpoint security vendor who deliver high quality support to both our Partner and Customers.

 

Sophos designs, develops and manufactures comprehensive endpoint, network and cloud security and management solutions. Offering appliance-based and software-based products as well as value-added subscription services, these comprehensive solutions enable organizations to secure deep protection without compromising network performance. Sophos is a recognized global leader in the Gartner Magic Quadrant for both endpoint and Unified Threat Management and our solutions are deployed in distributed enterprise environments, government, retail point-of-sale and healthcare segments as well as through service providers.

This position is based in our offices in Cork.    

 

We are looking for technically minded individuals with strong troubleshooting skills to be part of our dynamic technical support team in Cork, Ireland. Not only will you will be able to help customers resolve technically complex issues but you will also be working closely with the Engineering, Professional Services, Sales Engineering and other cross functional teams to provide feedback for improving the product quality and reliability of our products. You will also be involved in identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels. This position is very challenging with a dynamic team and great room for growth!

 

Main Duties

  • Assist the customers working with a variety of network technologies
  • Working closely with other team members and senior support engineers
  • Take ownership of technically complex customer’s reported issues from web, phone, chat and email sources and work closely with the customer until it is completely resolved
  • Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issue
  • Resolve customer reported issues while working closely with the Engineering, SE and other cross functional teams and provide feedback to Engineering for improving the product quality and reliability
  • Ensure that the work performed meets the quality standards within acceptable time schedules and customer commitments while working with the Technical Support members, Management, Engineering and other cross functional teams
  • Ensure that customers are treated with highest degree of respect and drive operational excellence through quality closures and proper escalation of issues
  • Identifying opportunities for process and procedure enhancements to drive efficiency and customer service satisfaction levels
  • Work closely with the Engineering and Product Marketing teams on new technology introductions and remain technically competent with all products
  • Work closely with Engineering to resolve escalated Software and Hardware issues to ensure quality products for our customers.

 

Skills:

  • Relevant experience or equivalent education with a demonstrated knowledge of fundamental networking principles including OSI model, TCP/IP and protocols, network traffic analysis and related networking technology;
  • Understanding of LAN & WAN Network topologies, in-depth knowledge of TCP/IP Protocol Suite, LAN/WAN/VPN access technologies, Internet Security Architectures and Routing Protocols;
  • Candidate must have a strong customer orientation, excellent phone etiquette and an excellent work ethic to meet staffing attendance requirements;
  • Candidate should also possess excellent communications skills and be able to work under pressure with calmness and composure.

 

 

Experience

 

 

  • Knowledge of Network Security Principles including Firewalls, Switches, Logging systems
  • Experience with installation, configuration, management and troubleshooting of network security products (Firewalls, IPS, VPNs) and Internet devices like Routers, Switches, Load Balancers, Application Proxies, ...etc
  • Equivalent combination of education and work experience with a demonstrated knowledge of fundamentals networking and systems principles including DNS, DHCP, VLANs, Subnetting, Routing Protocols, Email, SSO, Client Security and Antivirus
  • Work experience with Network Utilities (packet capture analysis, packet filtering, monitoring, testing, etc..)
  •  Work experience related to Wireless/WiFi products 802.11 a/b/g/n
  • IT Professional certifications from Cisco, Microsoft, Sophos, ICS2, GIAC, Network+, etc is not essential but is preferred
  • Knowledge of Virtualization, Linux and Windows systems is not required but could be an advantage

 

 

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 data protection policy which can be found here 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 reply to this or other emails from Sophos clearly stating your request, or follow the steps set out in the data protection 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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