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Technical Support Engineer L2 - NSG

Cork, IE

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

 

 

Main Duties

  • Assist the customers working with a variety of network technologies
  • Coach and assist L1 engineer on troubleshooting steps, knowledge base and help them decide the best steps to isolate a problem
  • Be available to help L1 engineers for management of technically complex cases and challenging customer facing situations
  • 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
  • Provide Manager feedback with regards to Technical Support procedures and policies, with the goal of improving overall customer satisfaction as well as engineer efficiency
  • To share regular feedback of assigned L1 engineers with manager
  • 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
  • Monitoring case backlog to ensure we meet agreed SLA’s with customers and internal KPI targets; sharing regular status reports with management

 

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.
  • The ability to work with complex problems where analysis of situations or data requires review
  • European languages is not required but could be an advantage

 

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

 

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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