Technical Support Engineer L2-2

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

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.

The Role

Are you passionate about Software Security?

At Sophos, we operate at the cutting edge of technology, protecting businesses worldwide against complex threats, viruses and spam. We build high quality software security products in a fast-paced, nimble environment and we've been doing it for over 20 years.

Join us to help our customers protect their business and meet compliance needs.

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

 

Experience & Skills:

·       Fluent in English both on verbal and written

·       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

  • Ability to handle escalated calls while using good judgment to make sound recommendations

·       Advanced computer skills and at least 1year experience including but not limited to: Linux, Unix, DNS, Networking, Network security, Apache, Proxies, Email security, http protocol, bash, web proxy, web security, spam filtering, Active Directory

o   Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP

o   Basic to intermediate knowledge and understanding on the following concepts: Security, Firewalls, and Cloud.

 

Desirable Skills

  • Any networking type certifications – e.g. CCNA, Networking + etc. (is a plus)
  • Basic knowledge on remediation of malware/viruses/Trojans. (is a plus)
  • Basic knowledge on Virtualization (MS System Center Virtual Machine Manger and/or VMWARE
  • Education and Certification
    • Bachelor’s degree in Computer Science or equivalent work experience

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.


Job Segment: Technical Support, Cisco, Computer Science, Linux, Unix, Technology

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