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Technical Support Engineer - Italian Speaking

Cork, Ireland Office
Technical Support
Job Requisition Number:  UKSUP141

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 has major hubs around the globe. More information is available at www.sophos.com

 

Technical Support Engineer - Italian Speaking

 

Sophos are seeking applications for the position of Cyber Security Support Engineer.

You must be capable of delivering technical support, to both our partners and 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, 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, layered 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:

  • 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
  • Thorough knowledge and understanding of the following concepts: Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus and Disaster Recovery
  • 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

  • Experience of installation, configuration and troubleshooting of Windows Desktop and Server operating systems
  • 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
  • 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

 

 

What’s Great About Sophos?

  • Our people are what makes Sophos special – we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.
  • Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg. Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos)
  • Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint
  • Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities
  • Global trivia competitions to keep our minds sharp
  • Global Mental Health days off work for all Sophos to help employees relax and recharge
  • Monthly employee wellbeing webinars and training to support employee health and wellbeing
  • Employee rewards and thanks, such as our free annual subscription to Calm

 

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

 

Data Protection

If you choose to explore an 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 opportunites 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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