Technical Support Engineer (ESG)

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

As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.

Main Duties

•    Having a strong customer service focus with the commitment to excellence and desire to delight customers and being a customer ambassador who is passionate about creating a positive customer experience
•    Solving technical problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
•    Learning and utilizing specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
•    Handle customer complaints and escalations (via phone, email, remote desktop) by talking to customers directly.
•    Ability to lead MTR Rapid Deployment service to customers and/or subscribers. 

Skills & Experience

•    At least 1 to 2 years of experiences in Server Administration (including Domain Controllers, Active Directory)
•    Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
•    Ability to handle escalated calls while using good judgment to make sound recommendations
•    Exposure to
o    SQL, Networking, Microsoft Exchange, VMWare, Linux/Unix, Mac, IIS and SQL
o    Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus and Disaster Recovery (is a plus)
o    Installation, configuration and troubleshooting of Windows Desktop and Server operating systems
o    Product implementation:  pre-planning, understanding Scope of Work (SOW) and Change Control principles 
o    Remote Deployment services particularly on applications and product plugins.

•    Experience with installation and configuration of Mac OS and UNIX.
•    Experience with deployment of software to windows computers using common automated software. 
•    Experience with basic command line/batch file scripting commands 
•    Experience with Virtualization (MS System Center Virtual Machine Manger and/or VMWARE
•    Bachelor’s degree in Computer Science or equivalent work experience
•    CompTIA Security+, Network+, MCP or MCSE certifications (a plus)




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.
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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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