Technical Support Engineer

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

Technical Support

Sophos Overview – Cybersecurity Evolved

 

As a worldwide leader in next-generation cybersecurity, Sophos protects nearly 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs – a global threat intelligence and data science team – Sophos’ cloud-native and AI-enhanced solutions secure endpoints (laptops, servers and mobile devices) and networks against evolving cybercriminal tactics and techniques, including automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more. The award-winning Sophos Central cloud-based platform integrates Sophos’ entire portfolio of best-of-breed products, from the Intercept X endpoint solution to the XG Firewall, into a single system called Synchronized Security. Sophos products are exclusively available through a global channel of more than 47,000 partners and Managed Service Providers (MSPs). Sophos also makes its innovative commercial technologies available to consumers via Sophos Home. The company is headquartered in Oxford, U.K., and is publicly traded on the London Stock Exchange under the symbol “SOPH.”

 

Job Purpose

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

 

Skills and Experience

·       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

 

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 data protection policy which can be found here 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 reply to this or other emails from Sophos clearly stating your request, or follow the steps set out in the data protection 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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