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ESG Technical Auditor

Makati City, National Capital Region (NCR), PH, 1225

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.
 

 

 

Job Purpose

The ESG technical auditor would be responsible for conducting Technical Audits (calls + cases) for the engineers working at Sophos Technical Support Centers across the Globe. Once the audit is conducted, you are responsible to pass on the feedback to the operations team in a timely manner, make sure that necessary actions are taken to bring improvement in the process.

As the technical auditor, you are responsible for maintaining reports for the audits conducted and store it in a consolidated form.  You may require presenting the reports to management team at regular intervals.
You would need to conduct training sessions about the quality assessment parameters, and other customer service trainings whenever required.

Main Duties

•    Responsible for ESG product line audits (Sophos Central/SEC managed Endpoint, Sophos SafeGuard, Sophos Mobile and other ESG products)
•    Do technical audits of cases (CRM ticket) and calls as per the incident tracking parameters
•    Analyze audit data, check for compliance, customer communication and process adherence 
•    Identify the coaching and training needs of the support agents based on the audits 
•    Organize and manage regular meetings with support leads and managers to discuss low indicators and feedback to enhance agent performance  
•    Organize and manage regular calibration sessions with support leads and managers to ensure consistent scoring  
•    Prepare and send monthly/weekly reports 

Skills & Experience

Essential 

•    Strong technical knowledge and understanding of IT Security concepts including antivirus, Windows, Linux, MAC, mobile platforms and encryption technologies
•    Good knowledge and understanding of the following concepts: Security, Cloud, Data Protection, Encryption, Malware, Spyware, Cyber Security, Antivirus, Virtualization, Networking 
•    3 years of working experience on endpoint security product line or 2 years of working experience on Sophos ESG product line
•    Excellent verbal and written communication skills
•    Presentation, Feedback & Coaching skills  
•    Adaptive and keen to learn new technologies
•    An eye for detail
•    Strong Analytical and conflict resolution skills  
•    Strong co-ordination and problem-solving skills
•    Proactive, flexible attitude to work with a willingness to constantly review and improve skills and processes
•    Proficiency in MS Excel would be an added 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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