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Cyber Security Technical Support Engineer - Level 2

Cork, IE Abingdon, GB, OX14 3YP

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.

Sophos are seeking applications for the position of Technical Support Engineer – Level 2. This role is in our Network Support Group. You must be capable of delivering technical support to both our partners and global customer base. You will lead up a small pod of engineers and guide and mentor them to ensure they deliver a great support experience to our customers and partners. As well as taking responsibility for the performance of the pod you will take on escalated cases when required. You will liaise with Engineering, Professional Services, Sales Engineering and other cross functional teams on a day to day basis.

 

The Competencies

 

 

  • Leadership: An ability to leads others by setting right example, best practices and sharing knowledge  
  • Technical Curiosity: A demonstrable knowledge of Computer Networking and a desire to keep building on that knowledge and sharing it with others
  • Customer Obsession: Place our customers front and centre in every decision and action carried out in the role
  • Initiative: Voluntarily take the steps needed to identify and address existing and potential obstacles, issues, and opportunities
     

 

Main duties

 

  • Mentor and Coach a pod of engineers who are responsible for resolving customers’ product issues
  • Support the pod with their cases mentoring and guiding to foster positive performance
  • Take escalations from the pod when an issue needs to be progressed by you as a senior engineer
  • Solve problems and deliver a top-quality support experience to our customers which will in turn drive customer loyalty and advocacy 
  • Collaborate with the next tier of Support and other departments within Sophos.
  • Perform technical training and presentations of software and processes to other Sophos staff.
  • Conduct pod queue reviews, 1-1 sessions, onboarding and other relevant exercises to ensure the success of your pod
  • Create online help content to document helpful solutions for our customers & colleagues
  • Actively contribute to the development of new or changed processes and procedures


 

Experience

 

  • Experience of supporting customers via phone & email within an IT environment
  • Know how to frame and understand a customer issue and troubleshoot it through to resolution    
  • Demonstrable knowledge of fundamentals of networking and systems principles including DNS, DHCP, VLANs, Subnetting, Routing Protocols, Email, SSO, Client Security and Antivirus
  • Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Troubleshooting using Wireshark or similar for packet captures
  • Professional certifications from Cisco, Microsoft, Sophos, ICS2, GIAC, Network+ etc. not essential but desirable
  • Demonstrated self-starter who can adapt quickly between roles, duties and tasks
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues
  • Knowledge of Virtualization, Linux and Windows systems advantageous
  • Fluent English is required

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.